LivePerson buying intent

A few years ago, everyone said 𝘃𝗼𝗶𝗰𝗲 𝘄𝗮𝘀 𝗱𝘆𝗶𝗻𝗴. Chat was the future. 𝗗𝗶𝗴𝗶𝘁𝗮𝗹-𝗳𝗶𝗿𝘀𝘁. Self-service. Nobody wants to call anymore. 𝗙𝗮𝘀𝘁 𝗳𝗼𝗿𝘄𝗮𝗿𝗱 𝘁𝗼 𝘁𝗼𝗱𝗮𝘆 — voice remains the dominant channel for complex, high-stakes customer interactions. It never went anywhere. We just got better at surrounding it with technology that makes it work harder. That's the pattern I keep seeing in CX. 𝘛𝘩𝘦 𝘤𝘩𝘢𝘯𝘯𝘦𝘭 𝘥𝘰𝘦𝘴𝘯'𝘵 𝘥𝘪𝘦. 𝘛𝘩𝘦 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 𝘢𝘳𝘰𝘶𝘯𝘥 𝘪𝘵 𝘵𝘳𝘢𝘯𝘴𝘧𝘰𝘳𝘮𝘴. And it's happening again — this time with AI. The narrative right now is that AI Agents will replace human interactions entirely. Fully automated. Zero wait times. No agents needed. But here's what 15+ years of being in CX technology has taught me: Customers don't want less human contact. They want 𝘭𝘦𝘴𝘴 𝘣𝘢𝘥 human contact. They want the bot to handle the simple stuff instantly — so that when they do reach a person, that person has context, time, and the ability to actually help. The future of CX isn't humans vs. AI. It's humans and AI, working in a way that finally feels effortless to the customer. Voice included. The technology changes. The need to feel heard doesn't. 𝗦𝗼 𝘁𝗵𝗲 𝗿𝗲𝗮𝗹 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻 𝗶𝘀𝗻’𝘁 𝘄𝗵𝗲𝘁𝗵𝗲𝗿 𝘃𝗼𝗶𝗰𝗲 𝘄𝗶𝗹𝗹 𝗱𝗶𝘀𝗮𝗽𝗽𝗲𝗮𝗿— 𝗜𝘁’𝘀 𝘄𝗵𝗲𝘁𝗵𝗲𝗿 𝘄𝗲’𝗹𝗹 𝗳𝗶𝗻𝗮𝗹𝗹𝘆 𝗴𝗲𝘁 𝘁𝗵𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗿𝗼𝘂𝗻𝗱 𝗶𝘁 𝗿𝗶𝗴𝗵𝘁. #ContactCenter #ConversationalAI #AIAgents #CXTransformation #FutureofWork