Afiniti and LivePerson Integrate AI Technologies to Help Brands Improve Customer Engagement

Rhea-AI Summary

LivePerson (NASDAQ: LPSN) has partnered with Afiniti to enhance customer engagement through AI technology. This integration allows for intelligent pairing of customers with the most suitable contact center agents based on data patterns, improving customer satisfaction and operational efficiency. The integration is currently available to early access clients, with broader rollout expected in early 2023. This partnership aligns with LivePerson's goal of creating personalized and effective interactions across digital channels.

Positive

• Strategic partnership with Afiniti enhances AI-powered customer engagement solutions.
• Integration of Afiniti's technology aims to improve customer-agent matching, resulting in increased satisfaction and retention.
• Expected benefits include faster, more personalized, and profitable conversations.

Negative

• None.

Strategic partnership delivers better outcomes for brands by intelligently matching customers and contact center agents across conversational channels

WASHINGTON & NEW YORK--(BUSINESS WIRE)-- Afiniti, the world's leading provider of AI that pairs customers with contact center agents, and LivePerson (Nasdaq: LPSN), a global leader in customer engagement solutions, today announced the native integration of Afiniti’s AI pairing technology with LivePerson’s Conversational Cloud®. This strategic partnership will help customers have better conversations with brands on their preferred digital channels by connecting them to contact center agents on the basis of best fit.

LivePerson provides AI-powered customer engagement solutions that brands use to have conversations with millions of consumers as personally as they would with one. Afiniti’s technology uses AI to pair customers with contact center agents uniquely best-suited to helping them, and is proven to deliver measurable improvements to customer satisfaction, agent experience, and business revenue. Integrating Afiniti’s AI with LivePerson’s Conversational Cloud will make conversations more personalized, efficient, and profitable in both live and asynchronous experiences.

“This native integration uses the power of contact center AI to improve human interactions, which is the core of what we do at Afiniti,” said Larry Babbio, CEO and Chair of Afiniti. “Our partnership with LivePerson will enable organizations to deliver even more successful and engaging experiences for their customers through the messaging channels they know and use all the time.”

The partnership builds on LivePerson's Curiously Human™ approach, where Conversational AI is used to create better engagement, including helping agents be more successful when interacting with customers. By layering in Afiniti’s technology, brands can pair individuals with agents in milliseconds based on historical patterns of data, such as a customer’s product usage, tenure, and reasons for contacting the company in the past. It also considers agent information, such as how they've handled similar messaging interactions, to maximize positive customer-agent experiences and successful outcomes.

“Our close partnership, well-designed integration, and seamless deployment with Afiniti will unlock even greater value for brands seeking to provide outstanding AI-powered customer engagement,” said Rob LoCascio, founder and CEO of LivePerson. “Integrating Afiniti’s AI pairing technology with our AI-powered Conversational Cloud will deliver more consistent and personalized conversations, and we’re thrilled to bring them into our strong partner ecosystem.”

Consider two unhappy mobile subscribers who have messaged their telecommunications provider with the intent to cancel their contracts, both waiting in a queue for two soon-to-be-available agents. As the messages come into LivePerson’s Conversational Cloud, Afiniti's technology uses real-time data about the subscribers, agents, and historical interactions to build a model of the predicted outcomes of all possible pairings. It then applies patented algorithms in real time to pair the subscribers with agents that are most likely to retain and satisfy them. Once connected, LivePerson’s AI tools can then also be applied to suggest content and text to each agent, route the subscribers to automations as appropriate as the conversations unfold, and analyze how the conversations are performing.

“Our research shows that brands put a premium on providing customers with accurate and correct responses quickly and at scale,” said Dan Miller, Lead Analyst at Opus Research. “A ‘native’ implementation of Afiniti’s capabilities in LivePerson’s platform fulfills that promise by pairing agents and customers more intelligently across all channels. Messaging transformation demands personalization at scale, and that is precisely what this partnership can deliver.”

The native integration is currently available to early access clients, with a general availability release to follow in early 2023.

To learn more, visit LivePerson’s blog.

About Afiniti

Afiniti uses patented artificial intelligence technology to pair customers and contact center agents based on how well they are likely to interact. Its technology is used globally in healthcare, telecommunications, travel, hospitality, insurance, and banking. To learn more, visit www.afiniti.com.

About LivePerson, Inc.

LivePerson (NASDAQ: LPSN) is a global leader in customer engagement solutions. We create AI-powered digital experiences that feel Curiously Human. Our customers — including leading brands like HSBC, Orange, and GM Financial — have conversations with millions of consumers as personally as they would with one. Our Conversational Cloud platform powers nearly a billion conversational interactions every month, providing a uniquely rich data set to build connections that reduce costs, increase revenue, and are anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the world. To talk with us or our Conversational AI, please visit liveperson.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20220913005344/en/

Media Inquiries

Matthew Gray

Afiniti

media@afiniti.com

Mike Tague

LivePerson

mtague@liveperson.com

Source: Afiniti

FAQ

What is the recent partnership involving LivePerson (LPSN)?

LivePerson has partnered with Afiniti to integrate AI technology for improved customer-agent matching.

How will the LivePerson and Afiniti integration benefit customers?

The integration will allow for personalized interaction by intelligently pairing customers with the right agents based on historical data.

When will the new features from the LivePerson and Afiniti partnership be generally available?

The general availability release of the integration is expected in early 2023.

What technology does Afiniti provide in the partnership with LivePerson (LPSN)?

Afiniti provides AI technology that matches customers with contact center agents based on data patterns.

What is the significance of the integration for LivePerson’s Conversational Cloud?

The integration is designed to enhance the personalization and effectiveness of customer conversations within the Conversational Cloud.