Case Study: LivePerson improves customer experience with Stratifyd

LivePerson - Customer Case Study

LivePerson, a provider of AI-powered conversational platform and chat services, needed a more flexible way to analyze a high volume of omni-channel customer feedback and chat data. Having previously relied on Clarabridge, the company looked to Stratifyd to better support analytics for both customers who use its chat dashboard and those served by LivePerson analysts.

Stratifyd’s platform was implemented to extract insights from chats using dual-channel analytics, providing both agent and customer verbatims for deeper reporting. With Stratifyd, LivePerson identified opportunities to improve agent response times, determine which responses were most and least helpful, and spot where customers struggled on client websites, leading to better customer experiences across the board.

LivePerson