Liverpool Shopping Centre Installs ‘Digital Human’ as Part of Guest Services Team

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18 June 2024

“Liv”, an AI-enabled “digital human”, is now part of Liverpool ONE shopping centre’s front-of-house customer service offering.

As part of a month-long trial at the retail destination, Liverpool ONE’s guest services team is testing the capabilities of the “digital human”, created by tech company Sum Vivas.

Using natural language processing and machine learning, “Liv” will respond to queries in real-time, interacting and gathering feedback from customers. This tech also has multi-lingual capabilities and can be customised with bespoke company processes. 

Sum Vivas, the company behind “Liv”, previously won Grosvenor and Liverpool ONE’s Innovation Challenge, to bring disruptive technologies and innovations that will drive visitor awareness, engagement and advocacy to the retail destination.

The introduction of ‘Liv’ comes as Liverpool ONE launches its new Guest Services Team, using “Liv” to manage routine inquiries and provide customer query data from the 22 million visitors every year.

Liv Assists Taylor Swift Fans

The new installation coincided with Taylor Swift’s Eras tour arriving at Anfield Stadium, with “Liv” answering questions such as “How can I get to Anfield Stadium?” and “What is your favourite Taylor Swift song?”.

Chris Jukes, Grosvenor’s Director of Liverpool ONE, said: “It is brilliant to host Sum Vivas’ Digital Human, ‘Liv’, who will not only add something unique to the visitor experience, but also allows us to collect even more insight to inform future decisions about Liverpool ONE.  Technology and AI are having a growing influence on the future of retail and it is important we embrace what is available, testing concepts that enhance the experience.  That said, we remain committed to balancing these innovations within a human-centric environment and this is reflected in Liv’s ability to provide things like information for Swifties, alongside details about Liverpool ONE’s shops, restaurants and leisure offer.” 

Rob Sims, Founder and CEO of Sum Vivas, added: “Winning Liverpool ONE’s Innovation Challenge has awarded us the opportunity to further develop and showcase the benefits our AI-powered Digital Assistants bring, and the value they can add to both the customer journey and collating insights. Grosvenor and Liverpool ONE have been great partners, and we are excited to see how visitors engage with Liv.”

Picture: a graphic showing "Liv", an avatar that is smiling and wearing a blazer with a name badge, and a branded Liverpool ONE badge. Image Credit: Liverpool ONE

Article written by Ella Tansley | Published 18 June 2024

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