According to the Forrester report, “B2B conversation automation solutions facilitate open-ended, context-aware, natural-language dialogues that engage and assist buyers and customers while also providing real-time, role-relevant insights to support the internal teams that interact with those audiences.” In its assessment of the top vendors in this market, the Wave report named LivePerson a Strong Performer — giving the company its highest possible scores in both the conversational delivery mechanisms and conversational modalities criteria.
Overall, vendors were evaluated on the strength of their current offerings, their strategies, and their market presence. To be included in the assessment, vendors had to meet criteria including:
*
Conversational delivery mechanism:
The ability to deliver automated conversations across multiple channels, including web, mobile, social media, and messaging apps.*
Conversational modalities:
The ability to support different types of conversations, including text, voice, video, and co-browsing.*
Conversational AI:
The ability to use AI to power automated conversations, including natural language processing (NLP), machine learning (ML), and deep learning.*
Customer experience:
The ability to deliver a positive customer experience through automated conversations, including personalization, proactivity, and resolution.*
