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LivePerson offers first out-of-box integration with IBM’s Watson Virtual Agent
Watson’s sophisticated bot can complete user inquiries up to half of the time, without having to hand off to a live agent.
The first wave of bots is now entering a more sophisticated phase. One sign: the recent announcement that business messaging platform LivePerson has now released a version with an IBM Watson-powered bot built in.
LivePerson Head of Research Rurik Bradbury told me that this is the first enterprise-level, out-of-the-box integration of bots, AI and human agents.
Previously, he said, LiveEngage provided a messaging platform for brands’ customer service, sales and marketing that could be used by consumers on Facebook Messenger, a website, in-app messaging or SMS. Apple’s iMessage will also soon be available through LivePerson.