Twilio offers scalable, cloud-based communications for web and mobile apps. This includes the ability for companies to call, SMS, chat, or video conference without having to create a communications infrastructure on their own. Further, Twilio can track tasks, evaluate worker performance and availability, and gather event data that can be used to create historical analytics reports.
LivePerson's artificially-intelligent chatbots automate approximately 70% of customer inquiries, allowing you to scale your business without the overhead of hiring new staff. As an AI-powered chat platform, LivePerson offers a comprehensive service that simplifies the process of building, managing, and finetuning chatbots to support your business goals.
Bring all your Twilio data to Amazon Redshift
Load your Twilio data to Google BigQuery
ETL all your Twilio data to Snowflake
Move your Twilio data to MySQL
Bring all your LivePerson data to Amazon Redshift
Load your LivePerson data to Google BigQuery
ETL all your LivePerson data to Snowflake
Move your LivePerson data to MySQL
Retrieve data about Twilio tasks that are part of your team’s workflow and filter those tasks using an array of fields including priority, assignment status and name. This data can be gathered from within Twilio or integrated from external sources and added to Twilio’s workflow.
Track each workspace event that occurs, including things like the creation of a new Twilio task, a worker being assigned to a task or a change in a worker’s activity status. You can use this data to both generate current analytics and store historical record data for future use.
Get data about your workers, including their activity, availability and relevant skills. This will help you both assign your workers the tasks that are most suited to their skill sets and ensure that those tasks are only assigned when workers are ready to tackle them.
Monitor a worker’s Twilio activity status and use it to determine whether or not to assign an open task to a specific worker.
LivePerson's AI chatbots engage your customers via the messaging channels they're already using. You can embed LivePerson into your website and mobile apps to answer customer questions while they're using your service or browsing your products. Your LivePerson chatbots can also communicate with your customers via SMS, Apple Business Chat, Facebook, Twitter, WhatsApp, Google RBM, Email, Line, and Google AdLingo.
LivePerson chatbots can address approximately 70% of your customer's questions by using a powerful AI engine that was taught with decades worth of consumer data. The platform includes AI templates with prebuilt dialog flows and advanced natural language processing features that get your chatbots up and running in no time. LivePerson makes it easy for non-tech-savvy employees — including your customer service reps and content creators — to develop and finetune chatbots from scratch.
LivePerson includes a feature to turn the phone calls you can't answer into messaging conversations. If customers call and need to wait on hold, this function gives them the chance to start a messaging conversation and get help immediately rather than wait on hold or wait for a returned phone call. According to LivePerson, 8 out of 10 customers choose to message when offered the chance to stop holding. In this way, LivePerson reduces the number of telephone reps your business requires, as chatbots can answer frequently asked questions, schedule appointments, and more — without the need for human employees.
LivePerson includes features that put managers at the center of messaging conversations, like a web-based workspace where you can monitor and control all conversations between customers, bots, and agents. Meanwhile, with bot-assisted messaging, agents can manage multiple customer-bot conversations at once from a desktop computer, laptop, or mobile device. This allows agents to intervene when required for more positive customer experiences. LivePerson even provides real-time feedback on conversation health, so your agents know which conversations most urgently require their attention.
The LivePerson platform tracks and analyzes all aspects of customer messaging conversations by monitoring information like chat duration, customer intent, conversion stats, and customer satisfaction levels, so you can gain key insights from your customer messaging conversations. These insights will help you improve chatbot interactions while providing ideas for improving other areas of your business, products, and services.