IBM Watson and LivePerson Partner to Transform Customer Care

NEW YORK CITY - 15 Jun 2017: LivePerson, Inc. (Nasdaq: LPSN), a leading provider of cloud mobile and online business messaging solutions, and IBM (NYSE: IBM) have announced LiveEngage with Watson, the first global, enterprise-scale, out-of-the-box integration of Watson-powered bots with human agents. The new offering combines IBM's Watson Virtual Agent technology with LivePerson's LiveEngage platform, allowing brands to rapidly and easily deploy conversational bots that get smarter with each interaction, and lets consumers message those brands from their smartphone - via the brand's app, SMS, Facebook Messenger, or even the brand's mobile site - instead of having to call an 800 number. This legacy approach has not kept pace with the consumer move to smartphones and messaging apps, now the dominant way consumers communicate digitally. Forrester's 2017 Customer Service Trends report revealed that "Customers of all ages are moving away from using the phone to using self-service -- web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots -- as a first point of contact with a company" and, according to Dimension Data, while there has been a 12 percent decline in phone volume, there has been growth in every digital channel[2]. LiveEngage with Watson helps meet that demand - allowing consumers to message large brands from their smartphones and instantly get answers from AI-powered bots, with human care representatives brought in seamlessly, in real-time, if a bot is not able to resolve an issue satisfactorily.