Conversational commerce firm LivePerson has launched LiveIntent, a solution designed to help brands detect, analyse, and resolve customer intents – defined by the company as “what customers want” – in real time.
The solution surfaces and measures intent instantly in brand-to-consumer conversations over SMS, Facebook Messenger, WhatsApp, RCS, Apple Business Chat, and other popular messaging channels. Powered by Natural Language Understanding, LiveIntent analyses conversations with bot and human agents as they happen. LiveIntent is part of the company’s LiveEngage conversational commerce platform.
Brands can use LiveIntent to identify and define a specific set of relevant intents. They can also analyse bot and human agent conversations by intent in a real-time dashboard, with both topline insights and the ability to drill down into full conversation histories. They can identify which intents to automate with LivePerson’s bot-building platform, Conversation Builder. And detect intents that are being incorrectly routed and enact new routing policies in concert with LivePerson’s MavenAI-powered routing solution.
“The faster you understand what your customers want from your brand, the faster you can meet their needs,” said LivePerson chief scientist, Joe Bradley. “This is not just another text analytics suite. LiveIntent is integrated into our conversational platform to allow you to take action immediately.”
Brands can enable LiveIntent via self-service, fast-start development kits, or via a custom implementation.