NEW YORK, Oct. 27, 2021 /PRNewswire/ — LivePerson, Inc. (Nasdaq: LPSN), a global leader in Conversational AI, today announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics; and Tenfold, the world’s most advanced customer engagement platform for integrating communication systems with leading CRM and support services.
The use of artificial intelligence in an enterprise call center is not to replace your agents, but to empower them with the insights about their behavior as well as the customer’s. Enterprises can apply machine learning to find the full value from inbound and outbound calls.
VoiceBase User Case for detailed insights in customer calls
As access to sensitive consumer information proliferates, so does the number of attempts to compromise this data.
Tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales.
No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
The road to success may evolve, but one thing has become constant: customer experience monitoring is no longer an added benefit, it’s necessary for your company’s survival.
Customer service is a new kind of battlefield today—you have to consider the entire life cycle of interaction with the customer, not just the point of sale.
While there may be some truth to the randomness of your customer experience, the advent of accurate speech recognition technologies in recent years is looking to buck the difficulty of the unknown with your customer interactions.
No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base.