LivePerson
Enterprise · 2021 to now
Conversational & Agentic AI · LivePerson Strategy Team
Customer service transformation
- Overview
- Gen AI Design: Prompt tuning & architecture | Hallucination Detection: Guardrail audits | Journey Mapping: Multi-channel containment | Copilot Agent Assist: Rewrite, Summarisation, in-conversation recommendations for human agents | Bot Personas: Brand voice workshops | Workflow Validation: Critical path testing | Defect Tracking: Test coverage reporting | Intent Prioritisation: NLU roadmap design | NLU Optimisation: Model accuracy tuning | Knowledge ingestion tuning | RAG performance checks | Transcript Reviews | Optimisation
01
Case study · TalkTalk
+52 points NPS: from bounced calls to conversations that land in the right place
02
Case study: UK Utilities - From 1% to 25% containment
UK water utility: from IVR menus to an AI routing agent
03
Case study · Capitec Bank, South Africa
Banking where clients already are: WhatsApp
04
Case study · Mindvalley
From 7 days to 30 minutes: automated journeys and smart escalation for a global learning platform