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How to assist human agents and transform customer experience solutions with AI

Learn more about LivePerson’s new product launch

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Customer expectations are evolving rapidly, and enterprise CX teams must adapt to keep pace. LivePerson is addressing this challenge with innovative solutions that empower human agents to deliver exceptional service, sales, and marketing experiences. Spark, our virtual product launch event, will showcase the latest advancements in AI-powered customer experience solutions, focusing on the humans within the contact center and beyond.

This event zeroes in on the Assist phase of LivePerson’s Conversational Flywheel™, our blueprint for digital transformation solutions. The Assist phase is all about empowering the people behind your exceptional customer experiences. It’s about helping agents quickly grasp customer needs, access relevant information, and, ultimately, to provide accurate, connected, and personalized customer conversations. This phase can make or break customer loyalty and satisfaction. To address the challenges in this critical stage, we’re introducing two groundbreaking solutions: Agent Workspace for Voice and Copilot, our suite of agent-facing generative AI tools.

These new tools harness the power of generative AI while keeping humans in control of the conversation. They give your agents a competitive advantage with an omnichannel workspace to improve efficiency, increase accuracy, and better support your customers. With AI-powered conversation summaries and suggestions, response times decrease and satisfaction soars for agents and customers alike.

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Agent Workspace for Voice: Unifying the customer service experience

Customers expect consistent service across all platforms. The new Agent Workspace for Voice brings voice and messaging together into one unified platform, allowing brands to create a seamless experience for both agents and customers.

Key features of the Agent Workspace for Voice include:

1. Unified interface: Agents can handle both voice and messaging interactions within a single workspace, ensuring a consistent experience for customers across channels.
2. AI-powered enhancements: Agents can uplevel their work with generative AI tools, providing more accurate and timely responses to customer inquiries across all communication channels.
3. Streamlined workflow: By consolidating all customer interactions into one platform, agents can work more efficiently, reducing training costs and operational complexity.
4. Seamless integration: Brands can leverage their existing infrastructure while still innovating and enhancing their customer experience, ensuring a smooth transition to a more advanced system.
5. Comprehensive customer view: Agents have quick access to conversation history, customer data and details, and other information in a single view, enabling them to provide more personalized experiences.
6. Dynamic prioritization: The workspace allows agents to manage multiple concurrent conversations efficiently, improving overall productivity.

This unified approach improves agent efficiency, reduces training time, and decreases operational complexity. By bringing together voice and messaging in one workspace, agents can work more effectively, leading to improved customer satisfaction and loyalty.

The Agent Workspace is powered by new best-of-breed voice integrations that allow brands to bring their existing voice provider into our platform. This means voice agents can take calls directly in this workspace, fully leveraging the power of our unified system.

By unifying the experience for messaging and voice agents, brands can standardize their business processes, systems, and operations while delivering a connected experience for the customer. This approach doubles down on creating seamless interactions across all touchpoints.

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Copilot: Your GenAI-powered assistant for enhanced productivity

Copilot is a new suite of generative AI agent assist tools designed to boost agent productivity and customer satisfaction. By providing human oversight to review, edit, and approve responses before they reach customers, Copilot ensures high-quality, accurate communication.

Let’s dive into the key components and business value of Copilot:

1. Assist: Copilot Assist provides agents with instant, contextual recommendations drawn from your business’s existing knowledge base, website content, and systems like your CRM and CMS. This enables agents to:
   • Quickly respond to routine questions and efficiently address customer needs.
   • Reduce onboarding and training time with instant access to relevant and up-to-date responses.
   • Deliver consistent customer experiences across all interactions.
   • Enhance customer satisfaction by reducing customer interaction response times and improving accuracy.
2. Rewrite: Copilot Rewrite is a writing assistant that integrates directly into the agent workspace to improve communication. This capability:
   • Ensures all communication is clear, professional, and consistent with the brand.
   • Increases efficiency by quickly refining messages and correcting errors.
   • Enhances brand image through consistent and error-free communication.
   • Works in multiple languages, automating message editing and offering immediate corrections.
3. Summary: Copilot Summary generates brief summaries of previous customer interactions, giving agents instant context and allowing them to address customer needs more efficiently. Benefits include:
   • Improved agent productivity with instant contextual understanding.
   • Enhanced CSAT scores as customers don’t need to repeat themselves.
   • Reduced resolution times as agents spend less time reviewing conversation history.
   • Self-service configuration changes in the Management console and prompt customization.
4. Translate (coming soon): This feature will break down language barriers with real-time translation, allowing agents and customers to communicate in their native languages. This ensures smooth interactions regardless of geographical location and expands your ability to serve a global customer base. Benefits include:
   • Improved customer and agent communication.
   • Faster resolution times without the need to transfer conversations to a fluent agent.
   • Ability to serve more customers without increasing headcount.

When Agent Workspace and Copilot join forces, they create a powerhouse of efficiency and effectiveness in your contact center. Agent Workspace and Copilot work in tandem to create a seamless, efficient, and personalized customer service experience. They empower your team to handle higher volumes, resolve issues faster, and deliver the kind of service that creates lasting customer relationships and advocates for your brand.

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Looking ahead: Realizing the ROI of AI-powered customer experience solutions

Agent-facing generative AI solutions like Copilot are just one step along the path of the Conversational Flywheel. 

We’re also releasing a set of purpose-built AI agents, tuned to handle key conversational use cases that can be orchestrated together to produce the customer experience culture you want while keeping the control you need as a business. Tools like AI Studio — our platform for building, testing, and tuning generative AI agents — and Policy Builder — which helps to detect signals and take action based on predefined rules — will help companies stay in control of their customer experience solutions powered by generative AI. 

And don’t forget, at our last Spark event, we announced our Bring Your Own Bot and Bring Your Own LLM capabilities to help enterprises avoid vendor lock-in and leverage their existing large language model and artificial intelligence investments. Bring those capabilities into our platform and continue to increase the return on your AI investments by putting them to work where they can be most effective — in your contact center. 

Stay tuned for more information on these powerful new generative AI capabilities in 2025.

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Supercharge your agents

Ready to see these agent-empowering tools in action? Tune in to our Spark virtual event, featuring contact center transformation. We’ll showcase real-world applications, dive into features, and explore how Agent Workspace and Copilot can transform your customer service operations.

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