taggit Summary
Alex Spinelli is the CTO and EVP of product, technology, and operations at LivePerson, and he broke down what that dance should look like, and how A.I. As Spinelli explained, LivePerson is a set of tools, technologies and platforms, that enable businesses to have conversations with customers through messaging channels, and to detect where customers may be getting stuck or frustrated. As the dance moves from a smooth-flowing automated conversation toward a more frustrated customer, a small immediate intervention from LivePerson’s A.I. Because I think we as consumers have gotten very lazy — it’s just like, ‘I want to scroll and you’re going to send me stuff.’ I think we’re going to have to be asking consumers for a little bit more work to define those things and tell us more so that we can give them things that are much more open, honest and transparent.”