Hello, Conversational Cloud

For the past several years, LivePerson has helped leading brands become Conversational. Our platform enables agents and bots to handle inquiries from the most popular messaging channels, giving consumers an easy way to ask questions and make purchases.

As more and more brands make the shift to Conversational, we are updating our product naming architecture to reflect this new way of operating. LiveEngage is being renamed as the LivePerson Conversational Cloud. Please note that all functionality and user interface remains unchanged.

The Conversational Cloud is channel-agnostic and AI-powered. Brands can use the Conversational Cloud to discover and understand consumer intents, design and scale automations to fulfill those intents, and measure and optimize the effectiveness of conversations.

Product Architecture that Highlights Capabilities

We want to ensure that all our product names reflect their capability for easy navigation. LivePerson’s new product architecture includes additional important name changes to our product:

OLD NAME NEW NAME
LiveEngage Conversational Cloud
Campaigns Campaign Builder
Maven Conversation Orchestrator
Maven Assist - Bots Agent Assist
AI Powered Routing Dynamic Routing
LP Functions Functions
LiveEngage Tag Web Tag
Open Connections Open Connections
All Connections All Conversations
Conversation Intelligence Conversation Analytics
Meaningful Connection Score Meaningful Conversation Score
SmartCapacity Dynamic Capacity
Proactive Two-way Messaging Proactive Messaging
Agent Workspace for messaging Agent Workspace
Report Builder Analytics Builder
SmartConnect Connect to Messaging

Discover & Understand with the Intent Manager

The Discover and Understand section of our product highlights how LivePerson’s Conversational Cloud enables brands to understand the most popular consumer intentions, analyze how well the intents are being fulfilled, and identify intents that can be easily automated.

New name

Intent Manager

  • Intent Analyzer
  • Intent Builder

The overarching Intent Manager product is the place that receives intents and provides a unified view of them all for easy analysis - fulfilling the Discover aspect of the Conversational Cloud. Using it’s Intent Builder and Intent Manager capabilities, brands can better understand consumer intentions, by automatically building and classifying intents. In the UI, the Intent Analyzer is the place to go:

Design & Scale with Conversation Builder, Manager and Orchestrator

The Conversation Builder, Conversation Manager, and Conversation Orchestrator are the products that enable brands to build and manage AI-powered chatbots that work together with human experts to generate leads, drive sales, offer support, and build loyalty with brands.

OLD NAME NEW NAME
Maven Conversation Orchestrator
Maven Assist - Bots Agent Assist
AI Powered Routing Dynamic Routing

While the names Conversation Builder, Conversation Manager, and Context Warehouse are not changing, Maven and the Maven Workspace is now the Conversation Orchestrator.

Conversation Orchestrator name signifies how this product connects to backend systems to help them work together seamlessly - such as Agent Assist, Dynamic Routing, Conversation Orchestrator APIs and more. From there, the Conversation Orchestrator collects intent, context (backend), and predictive attributes to help route customers to the most optimal bot, human agent, or relevant information. Brands can then design automations that fulfill specific intents, and scale by supervising automations with human agents and supporting agents through recommendations of relevant information from a Knowledge Base, or suggesting a bot to join.

Measure & Improve with Conversation Analytics

The Conversation Analytics products enable brands to closely monitor marketing, sales, and customer care KPIs to optimize conversational operations - all in real time.

OLD NAME NEW NAME
Conversation Intelligence Conversation Analytics
Meaningful Connection Score Meaningful Conversation Score