Conversational commerce is the way that allows users to find information, contact the customer service to get the support they want and make purchases quickly and directly, thanks to simple text questions or with their voice through the increasingly present voice assistants.
Companies that are inserting chat windows, with chatbots or human agents, ready to respond immediately to consumer demands, are constantly increasing within their websites to keep up with the pace of the times.
Conversational commerce, in essence, transforms the way people communicate with brands. They use it companies in the telecommunications, travel, finance sectors, creating a domino effect on many other companies.
We talk about this with Agostino Bertoldi, VP Southern Europe of LivePerson, a company considered emblem of the conversional commerce.
What are the basic technologies for conversational commerce?
Through LivePerson’s technology, consumers can interact with businesses during their free time using the messaging apps they love and which they use daily, such as iMessage, Android Messages, Facebook Messenger or WhatsApp LivePerson provides automation so that companies can handle many large-scale conversations to direct the user to the correct place. Our open platform connects with the backend systems needed to place orders, make payments, check the status of the service and more.
This is part of a safe console managed by human agents who intervene to help the consumer whenever automation fails to solve the problems of the consumer. Instead of diverting the consumer to avoid conversation, LivePerson’s solutions are designed on connection to the consumer and conversation.
With direct brand connection to consumers through messaging applications, LivePerson allows a new and improved customer service experience. Using a mix of human and artificial intelligence companies have the possibility to make conversations of higher quality by increasing the brand perception of their customers.
Companies that use our technology no longer expect their customers by allowing them to quickly get the answers they seek. LivePerson is making all channels including retail digital through its own technology. Ideally, in fact, customers have the possibility to communicate with the shop staff even before being physically inside.
Technology allows you to make transactions and not just conversations. LiveIntent is our platform that feeds the continuous connections between brands and their consumers. Through this, companies offer their consumers to shop and obtain a service directly through mobile messaging or voice assistants. LiveIntent is uba platform of conversational business \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
Artificial intelligence is of great importance in our solutions and we have a competitive advantage for artificial intelligence that is built on data and no other company can take advantage of 24 years of data from customer call centers. Thanks to this heritage we have the possibility to create better bots.
It is used in all, from image recognition to voice recognition. Companies use artificial intelligence to help with business analysis, predictive modelling, process automation and workflow and much more.
The artificial conversational intelligence is the use of artificial intelligence to understand, analyze and conduct conversations. One of its key foundations is the ability to recognize the intention of a consumer and we at LivePerson use the historical database of millions of conversations to properly train artificial intelligence to recognize intention in every field of application.
Our artificial conversational intelligence can respond to customers’ intentions through automation or direct conversation to the correct bot or a human agent who has the opportunity to solve it at its best.
What is the role of messaging?
Communicating with brands can take a long time and be highly frustrating for a customer. Information is difficult to find or incomplete and trying to get more information through phone calls takes a lot of time to dedicate. The time of a consumer is valuable and when there are problems with the service or product it wants a quick resolution. Through direct connection, through messaging, consumers can easily and quickly obtain solutions from brands with minimal disturbance.
In addition to selling, how is the adequacy of the conversational commerce solutions measured?
Conversational trade is a win-win-win scenario for consumers, brands and customer service agents. Consumers have the opportunity to shop and receive help in their free time, using the messaging apps and assistants they use. Agents are able to handle multiple conversations and can handle less angry clients. LivePerson’s technology helps them learn new skills with the possibility of becoming bot managers and designers of conversational artificial intelligence solutions, completely new jobs of which they are the best candidates. The brands, finally, have seen 20% increase in customer satisfaction and online sales conversions, double the productivity of agents in their contact centers and decrease the friction rates by 50%.
Some examples of successful conversational commerce?
We have over 18,000 customers and each of them has achieved different results according to their initial needs. For example, tourism companies that have integrated conversational commerce services have recorded an average level of customer satisfaction of 95%. Virgin Atlantic, for example, since he included messaging in his customer service strategy, has seen its CSAT (Customer Satisfaction Score) increase by up to 95%, with an average growth of 20% in the number of
Conversational commerce is not limited to improving customer satisfaction. It is adopted by the main tourist companies also because it improves the productivity of the employees and increases the conversion of the sales. But above all, a positive customer experience leads to their loyalty that is the goal of each brand. We also have other examples such as in the banking sector BPER Bank that thanks to the LivePerson solution offers its customers the possibility to chat directly with the bank through a dedicated, certified and encrypted account of WhatsApp for Business. A physical customer service provider in this case responds to requests for information on its current account, active offers, payments and any other issues relating to the bank.