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Generation AI: Automating Better Business

Generation AI: Automating Better Business

Written by: LivePerson
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 Generation AI: Automating Better Business is a podcast for those who understand that the technology decisions of today will shape the world of tomorrow. Each episode tackles the most exciting developments in AI and the ways it can drive business outcomes — while never losing sight of the people it serves. If you're looking for a community of bold builders, daring innovators and curious humans, you’ve found it.

Welcome to Generation AI!LivePerson
Episodes
  • How to Avoid the Billion-Bot Fallacy in CX

    How to Avoid the Billion-Bot Fallacy in CX
    Dec 24 2024
    In a world where AI is reshaping customer service, how do we avoid the trap of the Billion-Bot Fallacy and truly elevate the customer experience?

    In this episode, we’re joined by John Sabino, CEO of LivePerson, to discuss how data and generative AI are revolutionizing customer interactions—without falling into the trap of over-automation. John shares insights on how integrating CRM, ERP, and marketing systems can create personalized, seamless customer journeys.

    We’ll also dive into the "crawl, walk, run" approach to AI adoption, explore how brands are using AI to deliver hyper-personalized service, and highlight why the key to smarter, more empathetic customer service lies in balancing automation with the human touch.

    We also discuss:
    • How combining data from voice signals, emails, and digital interactions helps match customers with the right agents and sales reps.
    • Why a "crawl, walk, run" strategy is key to effective AI adoption, ensuring solid infrastructure and human oversight.
    • How blending AI with the human touch improves service quality and creates genuine value.
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    36 mins
  • From Mortgages to Diamonds: AI-Powered Personalization in Sales

    From Mortgages to Diamonds: AI-Powered Personalization in Sales
    Dec 10 2024
    This week, we present an interview from Spark, LivePerson's signature product launch event, exploring how AI is revolutionizing sales and marketing with two industry leaders: Chris Moloney, CMO at Mr. Cooper, and Madhura Deshpande, VP of Digital Shopping and Sales at Signet Jewelers. They’ll share how they’re leveraging LivePerson’s AI solutions to transform customer interactions—whether it's through personalized chat, voice AI, or real-time data insights. From driving sales to creating standout customer experiences, Chris and Madhura reveal how AI is delivering real, measurable results.

    Join us as we discuss:
    • How Mr. Cooper and Signet use AI for real-time, personalized sales.
    • The importance of routing customers to the right agents on their preferred channels.
    • How Signet boosts agent productivity with AI for seamless interactions.
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    18 mins
  • Generation AI LIVE: Frost Bank Takes the Stage at Money 20/20

    Generation AI LIVE: Frost Bank Takes the Stage at Money 20/20
    Nov 26 2024
    In this special episode, host Nirali Amin is coming to you live from the Money 20/20 conference in Las Vegas with special guest Laura Miller, EVP of Consumer Strategy and Digital at Frost Bank!

    With over 20 years of leadership experience at Frost, Laura shares how her work with AI and automation is empowering agents to work smarter, go deeper with customers, and provide the outstanding human-to-human support Frost is known for. Recorded on the ground at the world’s leading financial conference, this episode explores how AI simplifies tasks so agents can navigate high-pressure situations with ease. Laura also discusses her work with LivePerson, the importance of committing to responsible AI, and emphasizing customer experience over efficiency.

    Join us as we discuss:
    • Frost Bank’s responsible approach to AI that aligns with its organizational goals and vision for customer service.
    • How LivePerson AI empowers agents to turn negative situations into positive experiences.
    • The importance of governance and leadership alignment for successful, ethical AI deployment.
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    34 mins
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