LivePerson Launches LiveEngage for Bots

May 04, 2017

LivePerson, Inc., a provider of cloud mobile and online business messaging solutions, has launched an enterprise bot management platform. Designed to run multiple bots at scale in the digital, marketing, and care operations of large brands, LiveEngage for Bots is an extension of its LiveEngage platform, and allows these brands to deploy, manage, and measure bots in one place, directly alongside human workers.

The platform supports bots from third-party developers or ones brands develop themselves, and LivePerson has partnered with leading bot and AI providers. Major brands are live on the platform, running bots from, among others, Toshiba, NextIT, Rebotify, BotCentral, GetJenny and Chatfuel, whose bot, integrated with the LiveEngage for Bots platform, was recently showcased at Facebook's F8 conference.

LivePerson says early bot deployments have often performed below brand and consumer expectations, primarily because they are disconnected from the human agents and operational measures necessary to fine-tune and run them successfully at scale. LiveEngage for Bots claims to solve this issue by treating bots the same way as human customer care representatives: they are agents within the platform, with real-time measurement, management, and visibility for care managers.

According to research commissioned by LivePerson in April 2017, which will be released in a May 2017 report, 60% of global consumers prefer to speak with a human customer care agent simply because they think a human would better understand their needs. In situations where a bot does not understand them, 67% of consumers would want to be transferred directly to a human. LiveEngage for Bots includes sentiment analysis, with alerts if there is high negative sentiment in a consumer-bot conversation, and automatic, intelligent escalation to a human agent.