Customer experience leaders combine conversational AI and digital services, empowering brands to connect with customers on their preferred messaging channels
LivePerson, Inc. (NASDAQ: LPSN), a global leader in Conversational AI, and Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, today announced a new partnership to help brands deliver end-to-end marketing, sales, and customer service solutions by connecting with their customers via AI-powered messaging.
By combining LivePerson’s AI technology with Tech Mahindra’s services, brands can easily engage customers in conversational experiences using popular messaging channels — including SMS, Facebook Messenger, Apple Business Chat, WeChat, Line, WhatsApp, and more — and layer in AI and automation to deliver personalized journeys at scale. According to a recent global survey of over 5,000 consumers, the demand for conversational experiences is at an all-time high: interest is no longer limited to Gen Z and Millennials, with 82% of consumers 65 and older wanting the option to message with brands, and 75% of all consumers reporting they’d spend more with brands that allow them to message rather than call.
“As consumers increasingly demand new models of engagement and conversational commerce, our partnership with LivePerson offers disruptive, end-to-end managed services for sales, marketing, and customer care,” said Ritesh Idnani, President, Business Process Services, Tech Mahindra.
LivePerson’s industry-leading Conversational Cloud allows brands to leverage AI to design, manage, and optimize bot and agent-handled conversations on messaging channels, websites, and apps. Brands using the Conversational Cloud have seen results including up to 20% increases in average order value and customer satisfaction scores, up to 10x online sales conversions versus traditional websites, and 50% lower labor costs and agent attrition. Tech Mahindra will operationalize the Conversational Cloud to extend digital experiences across verticals, including cutting-edge conversational commerce experiences like proactive two-way messaging campaigns, augmented and virtual reality, and conversational ads.
“It’s now clear that every brand must build a digital strategy to survive, let alone thrive. We’re excited to partner with Tech Mahindra to amplify the reach of our Conversational AI and messaging capabilities — the keys brands need to unlock their digital transformations,” said Rob LoCascio, founder and CEO of LivePerson.