This strategic partnership allows brands to achieve better results intelligently connecting customers with contact center agents across all conversational channels
WASHINGTON and NEW YORK, September 13, 2022–(BUSINESS WIRE)–Afiniti, the world’s leading AI provider that connects customers and contact center agents, and LivePerson (Nasdaq: LPSN), the global leader in customer engagement solutions, have today announced the native integration of Afiniti’s AI matching technology with LivePerson’s conversational cloud®. This strategic partnership will enable customers to enhance their conversations with brands on their preferred digital channels by connecting them with the best-fit contact center agents.
LivePerson provides AI-powered customer engagement solutions that brands use to have conversations with millions of consumers as personally as they would with a single consumer. Afiniti’s technology uses AI to match customers with the contact center agents best suited to help them, with evidence that this technology delivers measurable improvements in customer satisfaction, agents and the company’s turnover. The integration of Afiniti’s AI with LivePerson’s conversational cloud will make conversations more personalized, more efficient and more lucrative in live and asynchronous experiences.
“This native integration uses the power of contact center AI to improve human interactions, which is core to our mission at Afiniti,” said Larry Babbio, CEO and President of Afiniti. “Our partnership with LivePerson will enable businesses to deliver even more successful and engaging experiences for their customers through the messaging channels they know and use all the time.”
This partnership builds on the Curiously Human™ design of LivePerson, where conversational AI is used to create better engagement, including enabling agents to perform better in their interactions with customers. By integrating Afiniti’s technology, brands can match individuals with agents in milliseconds through historical patterns of data, such as a customer’s product usage, age, and reasons for contacting the customer. business in the past. It also takes into account information about agents, such as how they handled similar messaging interactions, in a way that maximizes positive customer-agent experiences and positive outcomes.
“Our close partnership, well-designed integration, and seamless deployment with Afiniti will drive even greater value for brands looking to deliver exceptional customer engagement powered by AI,” said Rob LoCascio, Founder and CEO of LivePerson. “Integrating Afiniti’s AI matching technology with our AI-powered conversational cloud will help deliver more consistent and personalized conversations, and we’re very excited to integrate them into our strong ecosystem of partners”.
Take the example of two disgruntled subscribers who have sent a message to their telecom operator with the intention of terminating their contract, and who are both waiting for two soon-to-be-released agents. As messages arrive in LivePerson’s conversational cloud, Afiniti’s technology uses real-time data about subscribers, agents, and historical interactions to create a predicted outcome model of all chat opportunities. pairing. It then applies proprietary algorithms in real time to match subscribers with the agents most likely to retain and delight them. Once connected, it is also possible to use LivePerson’s AI tools to suggest content and text to each agent, direct subscribers to automations as conversations occur, and analyze conversation results. .
“Our research shows that brands place a high value on providing accurate and correct answers to customers, quickly and in a relevant way,” said Dan Miller, principal analyst at Opus Research. “A ‘native’ implementation of Afiniti’s capabilities on the LivePerson platform delivers on this promise by more intelligently matching agents and customers across all channels. Messaging transformation requires the right personalization, and that’s exactly what this partnership can deliver.”
The native integration is currently available to Early Access customers, and a general accessibility release will follow in early 2023.
To learn more, visit the LivePerson blog.
Afiniti uses patented artificial intelligence technology to match customers and contact center agents based on their likelihood to interact. Its technology is used worldwide in the healthcare, telecommunications, travel, hospitality, insurance and banking industries. For more information, 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 oddly human. Our customers – including leading brands like HSBC, Orange and GM Financial – have conversations with millions of consumers as personally as they would with a single consumer. Our conversational cloud platform powers nearly a billion conversational interactions each month, providing a uniquely rich set of data to build connections that reduce costs, increase revenue and are anything but. artificial. Fast Company named us as the world’s first most innovative AI company. To chat with us or talk about our conversational AI, visit liveperson.com.
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