LivePerson launches Contact Middle Dialog Mining to show omni-channel conversational analytics into clever motion

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LivePerson, a world chief in buyer engagement options, introduced the launch of Contact Middle Dialog Mining, a revolutionary resolution for monitoring, measuring, and optimizing buyer experiences, powered by the Celonis Execution Administration System.

Contact Middle Dialog Mining is a brand new strategy to buyer journey mapping that helps manufacturers rework conversational analytics into clever motion. With buyer journeys sometimes spanning a number of departments and methods — and measurement instruments like surveys solely providing insights after a journey has come to an finish — conventional approaches to journey mapping are time-consuming, labor-intensive, and barely empower manufacturers to take proactive actions primarily based on learnings. Counting on them can result in hyper-targeted level options, created reactively, that don’t rework the complete buyer expertise and find yourself prioritizing value financial savings over growth-focused initiatives.

Contact Middle Dialog Mining combines course of and conversational knowledge from voice and digital interactions to optimize each buyer interplay, generate new income streams, and enhance buyer lifetime worth. With Contact Middle Dialog Mining, manufacturers can:

  • Systematically map buyer journeys throughout methods and interactions
  • Determine patterns in buyer behaviour to grasp what drives and impacts their experiences and outcomes
  • Break conversations down into segment-level knowledge for visibility into journeys that ship optimum outcomes and those who result in challenges or poor experiences
  • Unlock insights from conversational knowledge, together with sentiment and intent
  • Convert these insights into clever motion by way of automation and workflow that delivers easy, customized experiences

LivePerson’s buyer engagement options, spanning throughout voice and messaging channels, are utilized by the world’s high manufacturers to have conversations with hundreds of thousands of customers as personally as they might with one. With LivePerson, these manufacturers have lowered buyer care prices as much as 50% and elevated annual gross sales by a whole lot of hundreds of thousands of {dollars}. Celonis’ main Execution Administration System reveals and fixes hidden course of inefficiencies at pace and scale.

“In partnering with Celonis, we’re taking one other step towards creating AI-powered buyer engagements that really feel Curiously Human, delivered on any client channel,” stated Rob LoCascio, founder and CEO of LivePerson. “This new and higher method to floor and make the most of conversational knowledge may also help manufacturers enhance their efficiency throughout each buyer care and commerce, that means they will each reduce prices and drive income.”

Placing Contact Middle Dialog Mining into apply supplies manufacturers and the shoppers they serve with advantages, together with:

  • Optimized service channels: for instance, higher leveraging chatbots and help portals to release brokers for extra complicated duties
  • Improved buyer expertise: for instance, addressing the foundation causes of dropped conversations and bettering general dealing with instances
  • Improved agent utilization: for instance, following up on and decreasing escalations and agent misconduct
  • Elevated productiveness: for instance, decreasing handbook intervention and growing course of automation for ticket assignments

“Celonis and LivePerson are uniquely positioned to unravel challenges which have precipitated inconsistent, high-friction experiences between manufacturers and customers for a lot too lengthy,” stated Rama Vadakattu, SVP of Ecosystem Options & Success at Celonis. “By way of Contact Middle Dialog Mining, LivePerson is offering vital insights into buyer expertise KPIs like NPS and Agent Effectiveness — and collectively, we’re serving to manufacturers mix conversational insights, course of insights, and automation to enhance buyer experiences.”

To get began utilizing Contact Middle Dialog Mining, go to the Celonis Market.

About LivePerson, Inc.

LivePerson (NASDAQ: LPSN) is a world chief in buyer engagement options. We create AI-powered digital experiences that really feel Curiously Human. Our prospects — together with main manufacturers like HSBC, Orange, and GM Monetary — have conversations with hundreds of thousands of customers as personally as they might with one. Our Conversational Cloud platform powers almost a billion conversational interactions each month, offering a uniquely wealthy knowledge set to construct connections that scale back prices, enhance income, and are something however synthetic. Quick Firm named us the #1 Most Revolutionary AI Firm on this planet.

To speak with us or our Conversational AI, please go to


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