Welcome to the Era of Conversational Commerce
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Automated messaging is quickly becoming the most effective way to interact with brands. Here's how you can get started implementing a great conversational experience for your customers.
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Welcome to the Era of Conversational Commerce
- 1. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Welcome to the era of conversational commerce Paige Twillmann AI Strategy & Solutions Manager, LivePerson —
- 2. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Our mission is to make life easier by transforming how people communicate with brands 20 years managing brand-to-consumer conversations. 18,000 brands on our secure platform. Financial Retail Telecoms Technology Travel
- 3. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. After 20+ years, only 11% of commerce is digital 2010 201820142006200219981994 11%
- 4. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. And Amazon takes almost half of that 2010 201820142006200219981994 11%
- 5. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. The numbers are disastrous Less than 5% on average convert from websites Between 60-80% of phone calls originate from the website
- 6. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. The reason... it was created for VS.
- 7. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational commerce
- 8. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2017 LivePerson, Inc. All Rights Reserved. This is the conversational commerce adoption curve 25% messaging agents Voice calls Time Cost 65% automation 10% voice
- 9. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 110+ brands live, early adopter phase complete 1st generation 2nd generation 3rd generation Beta Early messaging experiment based on live chat 2017 201820162015
- 10. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LiveEngage is the conversational platform IntegrationsConsumers Routing Bot Studio A/B and regression testing, optimization Real-time monitoring and reporting Security End-to-end encryption Scalability Thousands of agents, billions of messages Reliability 99.99% uptime Agent console and apps Asynchronous conversational interfaces Sentiment IntentCapacity Queuing Apple, Google, Facebook SMS Web Brand App Alexa CRM, e-Commerce, Workforce Management, BI IBM, Microsoft, and others — fully open
- 11. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. The first step is to reach consumers In-app and web Apple Business ChatFacebook Messenger Google RCS Business Messaging SMS Voice assistants
- 12. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. — A great conversational experience needs bots up front, and beyond
- 13. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. It’s not “AI” — conversations are a limited set of consumer intents 11%Open account 7%Transfer money inquiries 7%Cannot pay bill 6%Online trading how to 4%Looking to close account 3%Car loan inquiries 3%Change address 3%Past due account inquiries 2%CD penalty inquiries 2%Question about deposits 2%Looking for a lower payment 1%Cancel payment Want to make a payment 12% Change due date 1% Consumer banking example
- 14. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Agents become bot trainers, Agent manager Contact center head AI journey manager NEW, IMPORTANT ROLE
- 15. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational design is the new web design Be clear it’s a bot – avatar and text Response times in sync with consumer delivery of intent Information in small chunks – like a human Indicate “typing” to convey human-like rhythm Bank Mirror language to confirm intent
- 16. LivePerson Proprietary & Confidential Information. © 2017 LivePerson, Inc. All Rights Reserved. Create a conversational “grid”