NEW YORK, June 24, 2020 /PRNewswire/ -- Faced with social distancing requirements and extreme hold times caused by the COVID-19 pandemic, brands worldwide have quickly shifted resources and accelerated plans to connect with their customers through messaging, and consumers are responding. LivePerson, Inc. (Nasdaq: LPSN), a global leader in conversational solutions, is powering these experiences for financial services, retail, telco, travel, and other businesses as well as state and local governments.
Messaging channels — including SMS, Apple Business Chat, WhatsApp, Facebook Messenger, and more — allow consumers to begin conversations when and where it's convenient for them, pausing when needed and seamlessly picking up where they left off, just as they would when texting friends or family. By layering in automation and AI, brands and government agencies can instantly respond to messages, swiftly answer questions and resolve customer intentions, and route more complex issues to agents. These benefits of automation and AI-powered messaging became increasingly important as in-person and phone call capacity decreased due to the pandemic.
The COVID-19 pandemic has dramatically accelerated consumer interest in messaging, with conversation volume on LivePerson's industry-leading Conversational Cloud platform increasing by approximately 40% since shelter-in-place and social distancing requirements were enacted. More specific stats for verticals include: telco volume rose 30%, consumer/retail volume climbed 50%, and financial services volume jumped 60%.
To meet demand, protect their customers and workforces, and provide more seamless service, more and more brands and government agencies are making conversational experiences a vital part of their operations:
"The tremendous variety of use cases for AI-powered messaging we're seeing — deployed across all industries at an incredible rate — proves that the COVID-19 pandemic completely transformed how brands and consumers do business," said Robert LoCascio, founder and CEO of LivePerson. "Like the new normal of Zoom for corporate work, a new normal of AI-powered messaging is emerging for brand-consumer interactions, built and managed by remote agents. We're proud to work with these innovative organizations to make doing business easier and more efficient even in these difficult times."
LivePerson's conversational solutions garnered several recognitions in the first half of 2020, including:
To learn more about LivePerson's conversational solutions, visit www.liveperson.com.
About LivePerson, Inc.
LivePerson makes life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.
Contact: Mike Tague, firstname.lastname@example.org
SOURCE LivePerson, Inc.