#contactcenterworld, @afiniti, @liveperson

Washington, DC, & New York, NY, USA, Sept, 2022 -- Afiniti, a provider of AI that pairs customers with contact center agents, and LivePerson (Nasdaq: LPSN), a global provider in customer engagement solutions, announced the native integration of Afiniti’s AI pairing technology with LivePerson’s Conversational Cloud(R). 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 consumers as personally as they would with one. Afiniti’s technology uses AI to pair customers with contact center agents 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."

"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."

"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."

#contactcenterworld, @afiniti, @liveperson

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com