Liveperson and Cohere to Deliver Better Business Outcomes With Custom Large Language Models

Leading AI companies will work together to make it easy to create and deploy enterprise-grade LLMs adapted to specific business needs, both for LivePerson and its customers

LivePerson, a global leader in Conversational AI, announced a pilot program with Cohere, the natural language processing platform enabling broad access to cutting-edge language generation and understanding technology. This program will allow enterprise brands to easily create and deploy custom Large Language Models (LLMs) that improve both customer engagement and business outcomes.

While language AI technologies have attracted intense interest and even wonder, the realities and limitations of deploying them at the enterprise level have also led to deep concern about their readiness for customer-facing experiences — and their ability to actually drive better business results.

LivePerson and Cohere intend to help enterprises overcome these barriers and put LLMs to work driving better customer engagement and business outcomes. The combination of LivePerson’s industry-leading conversational platform and AI with Cohere’s state-of-the-art language models will be designed to deliver:

• Custom LLMs for customer engagement, built on the enterprise’s specific needs, goals, policies, and data
• Guardrails preventing LLMs from “hallucinating” answers not grounded in reality and participating in off-topic or inappropriate discussions
• The ability to turn conversations with LLMs into direct action, like taking payments or solving fraud
• Significant cost and time savings, with LLMs built and optimized directly in partnership with AI experts rather than requiring expensive in-house resources

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“With Generative AI and LLMs, the best outcomes are driven by expansive data models and precision data sets. Combining Cohere’s cutting-edge language models with our unparalleled expertise and data for customer engagement will set the new standard for using AI to communicate at the enterprise level,” said LivePerson founder and CEO Rob LoCascio.

LivePerson’s AI is trained on a vast and rich data set — derived from a billion conversational interactions every month — and informed by 20+ years of experience managing brand-to-consumer interactions for the world’s largest enterprises and integrating into their backend systems. Unlike other platforms, hundreds of thousands of humans participate in LivePerson’s AI learning loops, keeping conversations grounded and factual, and the company’s commitment to fighting bias in AI is deep and long-standing.

This mirrors Cohere’s vision to help developers and businesses tap into the massive opportunity that NLP brings and give them a competitive advantage as early adopters in this evolving market. Cohere’s impressive team includes some of the world’s top machine learning talent alongside business experts with experience implementing exciting new technology into products at scale. Its platform allows enterprises to fine-tune their data for stronger outcomes and more impactful business decisions.

“Our mission is to make it simple for any developer and business to build powerful language AI into their products,” said Aidan Gomez, Co-Founder and CEO at Cohere. “LivePerson’s leadership in conversational AI helps to further that mission, and we can help them increase access to this transformational technology, even to enterprises without extensive compute resources or machine learning expertise.”

To help enterprises learn more about custom LLMs, LivePerson and Cohere will host a webinar with AI leaders Joe Bradley, Chief Scientist at LivePerson, and Matthew Dunn, Machine Learning Research expert at Cohere. The session will take place on May 24, 2023 at 12 PM ET and help shed light on “Driving better business outcomes with custom large language models.”

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