- 13 April 2016 09:00
LivePerson reveals exciting developments with the LiveEngage and Facebook Messenger integration at F8
LivePerson, Inc. (Nasdaq: LPSN), a leading provider of mobile and online messaging, today announced it will seamlessly connect a brand’s Facebook Messenger presence to the leading security, scalability and intelligence of the LiveEngage platform, ensuring that the brand and consumer relationship is as consistent and meaningful as possible. At F8 today, Facebook launched their Messenger Platform that’s enabling the LivePerson integration.
“With more than 900 million monthly active users, Messenger has become a crucial touch point for brand-to-consumer communications,” said Rob LoCascio, founder and CEO of LivePerson. “We’ve built LiveEngage to enable brands to effectively support a growing number of digital conversations at scale, and we are excited to announce that we have extended our LiveEngage capabilities to Messenger. Without this, brands are at risk of neglecting their consumers using Messenger, much like they have in the 1-800 number voice channel. With a platform like LiveEngage in place, brands have the opportunity to create meaningful and lasting relationships with consumers via Messenger.”
Furthermore, the Messenger Platform will enable LivePerson’s exciting new capability available for Messenger: the seamless integration of LiveEngage and bots. Through the new integration, consumers using bots to interact with a brand on Messenger will be able to effortlessly transition to a live agent conversation powered by LiveEngage if in need of additional support. Once escalated to an agent, brands can manage all Messenger conversations using the leading security, scalability and intelligence of the LiveEngage platform, ensuring that the brand and consumer relationship is as consistent and meaningful as possible.
“While developments in AI solutions represent a huge advancement for the customer service industry, they have not eliminated the need for a human connection. In fact, without a fine balance and partnership between automated and human-led assistance, messaging could lead to the same frustrating experiences caused by the dreaded IVR system,” said Robert LoCascio, Founder and CEO of LivePerson. “So today, we are very excited to announce that we will be one of the first companies to deploy seamless escalation from bot assistance to a live person on Messenger. Through this capability, customer care teams can focus on delivering timely personalised assistance to consumers based on their needs.” Through LiveEngage, brands will be able to seamlessly handle and prioritise all online and mobile conversations in a single interface, across all available digital channels. One of the greatest advantages of LiveEngage is the ability to measure and analyse customer conversations across all digital channels, and use those learnings to continuously improve the success of your customer engagement programs. LiveEngage also provides the engagement tools and dashboard analytics that customer care professionals depend upon to fuel successful outcomes and drive greater customer lifetime value. Consumers will automatically be transferred to a live customer care professional when bot responses do not resolve the consumer’s inquiry, or if the consumer chooses to request a live person during a bot interaction.
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About LivePerson, Inc.
LivePerson, Inc. (NASDAQ: LPSN) is a leading provider of mobile and online messaging, enabling a meaningful connection between brands and consumers. LiveEngage, the Company's enterprise-class, cloud-based platform, empowers consumers to stop wasting time on hold with 1-800 numbers, and instead message their favorite brands, just as they do with friends and family. More than 18,000 businesses, including Adobe, Citibank, EE, HSBC, IBM, Orbitz, PNC, The Home Depot, and Walt Disney rely on the unparalleled intelligence, security and scalability of LiveEngage to reduce costs, increase lifetime value and create meaningful connection with consumers.