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LivePerson Proprietary & Con?dential Information. ? 2019 LivePerson, Inc. All Rights Reserved.
The conversational brand
Brandon Fluharty
VP, Strategic Account Solutions
Message me: +1 941.735.3600

LivePerson Proprietary & Con?dential Information. ? 2019 LivePerson, Inc. All Rights Reserved. 2
Today��s consumers live on their phones

100
BILLION
Messages sent on
WhatsApp, Facebook
Messenger, and Instagram
every day
7.2
TRILLION
Texts were sent
last year
Source: MobileSquared, 2019
They��re messaging and texting friends and family...
��but many brands aren��t meeting them here.

It should be this easy for them
Message your brand what they want,
and like magic, they get it!

But most brands
have built a digital
fortress
Web
Apps
IVR
Chat
E-mail

Websites aren��t working
Less than 5% on average
convert from websites
As high as 80%
of phone calls originate
from the website
Source: Statistica, Internet Retailer
and LivePerson
Just 13% of retail sales are
from e-commerce (and half
of that goes to Amazon)

Customers hate
calling the IVR
Source: Forbes 2018
39% of people would rather
clean a toilet than contact
customer service via an IVR
Your call is important
to us. Please hold...

Brand apps get
buried on your
consumers�� phones,
and are only relevant
and ef?cient when
they��re used often
and kept up-to-date

MessagingChat
Current state
Session-based��can only talk in real time.
Ideal state
No session��we message on our own
timetable: Asynchronous messaging
Your session has now
ended. Goodbye.
Consumers want and expect service on their timetable, not a brand��s.
We invented Chat in 1997...but it��s not ideal today

All of it �� web, IVR,
apps and legacy chat ��
leave you guessing
what your customers
really want.
What is their intent?

Conversational Commerce changes the game
ABC

Can I cancel my
membership anytime?
A few days later
I am ready to sign up.
Next week
I had an issue during my
last visit. Can you help?
A couple hours later
Hi Sam, welcome to NYC.
Did you know I can help
you book space here too?
Next month
Where is the nearest
location to me?
Today
Going conversational offers continuous connection
across the entire consumer journey
DISCOVER
CONSIDER
TRANSACTSUPPORT
RE-ENGAGE

Major platforms have opened up to business messaging
Google Apple Facebook

Your brand can become a
contact in their phone, just like
friends & family.
Jared Smith
Angela
Aaron Samson
Communicate with customers and team
members directly across
Apple Business Chat
Facebook Messenger
Google Android Messages
WhatsApp
Alexa, Google Assistant and Siri
SMS
Digital Ads
Twitter
+ more
ALL MANAGED FROM A SINGLE PLATFORM

A win-win-win with conversational commerce
CSAT increases
by 20%
50% decrease
in agent
attrition rates
Messaging
agents are 2X
more e?cient
~20% increase
in digital sales
conversions
Reduce labor
cost per
interaction by
50%
Increased
CSAT improves
loyalty and
boosts
frequency

��
How it works

LivePerson provides the full conversational ecosystem
Maven: LivePerson��s AI engine
An open platform: 40+ APIs and SDKs
Consumer
Experience
SMS
Web and app
Apple
Google
Facebook
WhatsApp
Alexa
Twitter
More...
Conversation
Builder
Conversation
Manager
Conversation
Intelligence
Integrations
CRM
E-Commerce
WFM
BI Tools
Google Dialog?ow
IBM Watson
Microsoft
Amazon
3rd party bots
More...
World class private cloud and managed services

Q2 16 Q3 16 Q4 16 Q1 17 Q2 17 Q3 17 Q4 17 Q1 18 Q2 18 Q3 18 Q4 18 Q1 19
AI and automation tools are required to scale
~50%
include
automation
Automation integration
Total LivePerson
conversations
~400M annual
conversations

I��m trying to ?nd the size.
I purchased 4 tickets but
I meant to only buy 3.
Do you offer a
military discount?
When will my order arrive?
in��tent | in-?tent
1
A consumer��s desire to change
something to do with your brand
from state A to state B
2
An ideal unit of management for
automations and contact center
operations
It all starts from the intent

Conversation Builder extends bot-building to everyone

Conversational design is the new web design
Be clear it��s a bot �C
avatar and text
Response times in sync with
consumer delivery of intent
Information in small
chunks �C like a human
Indicate ��typing�� to convey
human-like rhythm
Mirror language to con?rm intent

LivePerson Proprietary & Con?dential Information.
? 2018 LivePerson, Inc. All Rights Reserved.
Specialist bots
can contain 96%
of inquiries

Agents make great bot managers,
update intents in real-time

Conversation
Designer
Head of
Contact Center
Team Manager
Conversation
Analyst
Shift Manager
Shared resources
Bot
Managers
Bots
Agent
Managers
Agents
NEW, IMPORTANT ROLE
NEW, IMPORTANT ROLE
NEW, IMPORTANT ROLE
Your agents now have an exciting new career path

Meet Laura

Conversation Manager: Agent oversight

Meet Maven:
LivePerson��s AI Engine
Maven is the continuously-learning AI engine.
Maven looks at each conversational turn and
recommends the next action for the best possible
conversational outcome.
Maven makes human agents more e?cient and
orchestrates all the bots across an enterprise.

Maven recommends automations and next best actions

Conversation Intelligence: Real-time, actionable insights

��
The playbook

Conversational
Teams
Conversational
Marketing
Conversational
Sales
Conversational
Care
This is a transformation:
The four pillars of a fully conversational brand

Consolidate
with
Conversational
Commerce
Contact Center
Social
Monitoring
Employee
Services
Sales &
Marketing

05
Differentiate
Innovate as a
Conversational
Business
Transformation
Value
00
Status quo
Web, App, Voice & Chat
01
Launch
Set the Foundation
02
Expand
Mature Automation &
Optimize Tango
03
Scale
Leverage Learning AI &
Move to Intent Led
Automation
04
Orchestrate
Fully integrate to create
Conversational Grid
The 5 stages of conversational maturity
How to transform your organization into a
conversational business
Lighthouse Workshop to
kick things off

Transformation Journey
05
Differentiate
Conversational Grid
Switch Off App
Complex ML
Bot Generals
Complex automation
Bot Manager Training
Switch off IVR
ML
Bot Manager Fleet
Advanced automation
Tango OptimizationIntro Tango
Intro Bots & Automation
Conversational Studio / Asynchronous Communication Operating Model
<10% 25% 35% 50% 80%
Business Model Innovation
Conversational Grid
All Applicable ChannelsMultiple ChannelsAt Least 1 Channel
Complex Integrations
Channels
Automation
Agents
Interactions via Messaging
Operating Model
01
Launch
02
Expand
03
Scale
04
Orchestrate
Impact and complexity increases
stage by stage

Lead generation. Improve
return on ad spend.
Customer acquisition.
Boost sales.
Customer Service.
Decrease OpEx.
Scalable: Fully-managed agent resources
AI-as-a-Service: Bot and automation
design, development and management
Guaranteed results: Outcome-based
business model
Accelerate transformation with Gainshare
KEY USE CASES

��
Conversational commerce
experiences

Shift callers from the
IVR to messaging
What would the business impact be if you
could shift 30% or more of call volume to
messaging in the ?rst 100 days?
A great place to start

Immediate business impact
with Voice to Messaging
�� 30% of callers choose messaging
within 45 days of launch
�� 25% higher CSAT than voice
�� 95% channel retention
�� 90% decrease in agent churn
Voice to Messaging

8% of all check-ins use Rose. 69% are
highly engaged.
Guests who text Rose spend 30% - 48% more.
Guests who use Rose return 11% of the time and,
of those, 43% return through a direct channel.
The Cosmopolitan Hotel AI
concierge, Rose, increases
customer spend and loyalty

Reinvent
business
models
From opening an account
through everyday banking,
buddybank is
conversational.
It adds a concierge to help
with entertainment,
reservations, travel.
In-App Messaging

Of?ine-to-Online
Experiences
Imagine turning physical assets into
conversational entry points?
Philadelphia Phillies fans at Citizens
Bank Park are able to order beverages
and get them delivered directly to their
seats. No additional apps required, just
a scan of a QR code and paying
through Apple Pay.
Apple Business Chat

Turn 1-way
outbound SMS into
rich conversational
experiences
We apologize, your Astra Air flight
AA2348 on May 29 has
unfortunately been cancelled. To
reschedule, please call us at
800-345-9876 or visit astraair.com.
LivePerson Proprietary & Con?dential Information.
? 2019 LivePerson, Inc. All Rights Reserved.

3.1xmore sales
Turn retail stores
into an intelligent ��grid��
for higher sales
36%Higher conversion rate

Intents are data science gold
Building on LivePerson��s open conversational platform and their
conversation transcripts, T-Mobile��s NOC spots network issues before
monitoring software can. Intents are also mined for new product ideas.

Conversational ads perform
3.5 - 4X better
on click through rate than traditional display.
Run conversational ads for a higher return on
ad spend. Consumers have automated
conversations inside ads rather than
bouncing to a landing page
AdLingo Conversational Ads

The opportunity is massive��
100B
messages sent on
WhatsApp, Facebook
Messenger, and
Instagram every day
Source: Facebook Q3 2018 Earnings Call, Domo, eMarketer,
Tencent 2018 Q3 results, Business Insider
12.9M
texts were sent every
minute in 2018
470M
new messaging users
estimated to be added
between 2018 and
2021
90%
Of 1B WeChat users
use WeChat for
payments or
purchases

��
Our story

Our mission is to
make life easier by
transforming how
people communicate
with brands.

1997
Invented Web
Chat
2000
NASDAQ: LPSN
2016
Launched ?rst
brands on
messaging
2018
Launched
Conversational
AI
1,200+ employees ? Global operations ? 18,000 brands
20+ years innovating brand-to-consumer connections

We work with the world��s most innovative brands...
...to build meaningful connections at scale

�ݺ�ߣ

The Conversational Brand

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