IntelliResponse and LivePerson

Matching the Best Answer with the Right Channel

The combined IntelliResponse and LivePerson online engagement solution enables sites to segment visitors and target either the best hot lead, or the most at-risk customer, at the right moment in order to encourage a desired outcome. If agents are unavailable, or visitors indicate lower risk or lower propensity to convert, they are led to find the information they need quickly and easily, using intuitive and natural language-based tools provided by IntelliResponse. At any point, visitors who need additional information, or are ready to engage with a live agent, can seamlessly escalate to a LivePerson chat or voice interaction. Details of the visitor session are transferred to the agent, providing the agent with instant insight into visitor needs and interests. The joint solution delivers an informative and elegant self-service experience to web site visitors, and enables web sites to control the delivery of appropriate site visitors to live agents.

Live agents then access the same IntelliResponse knowledgebase to get instant answers to customer questions, without having to browse or search for answers. The seamless integration allows agents to focus on converting browsers to buyers, or successfully addressing service issues.

• Reduce web site abandonment and increase online conversion
• Increase first contact resolution and customer satisfaction
• Increase lead generation/retention 
• Greater agent productivity 
• Gain important insights by analyzing visitor questions