Afiniti and LivePerson Integrate AI Technologies to Help Brands Improve Customer Engagement
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.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220913005344/en/
Contact information
Media Inquiries
Matthew Gray
Afiniti
media@afiniti.com
Mike Tague
LivePerson
mtague@liveperson.com
About Business Wire
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Cessna Citation CJ3 Gen2 Enters Into Service, Delivering the Most Significant Gen2 Updates to Date8.1.2026 23:30:00 EET | Press release
The Cessna Citation CJ3 Gen2 has entered into service, setting a new standard for the Citation Gen2 family. Launch customers and longtime Citation owners Dave Mecartney and Shannon Day took delivery of their new aircraft this week. Mecartney—an experienced aviator with nearly two decades flying Citation light jets and a member of Textron Aviation’s Customer Advisory Board—helped shape the enhancements that elevate the CJ3 Gen2 experience. Key upgrades include Garmin autothrottle technology, added pilot legroom and a fully customizable cabin environment, all driven by customer feedback. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260108455097/en/ Cessna Citation CJ3 Gen2 enters into service, delivering the most significant Gen2 updates to date (Photo credit: Textron Aviation). The Cessna Citation CJ3 Gen2 is designed and manufactured by Textron Aviation Inc., a Textron Inc. (NYSE: TXT) company. “The Citation CJ3 Gen2 deliv
SPIE, the International Society for Optics and Photonics, Announces Its 2026 Society Awards8.1.2026 19:26:00 EET | Press release
Today, the Awards Committee of SPIE, the international society for optics and photonics, announced the recipients of its prestigious annual awards. Honoring transformative advancements across a range of professional areas — including medicine, astronomy, lithography, optical metrology, optical design, and community leadership — the Society's awards recognize technical accomplishments as well as committed service to SPIE and support of its organizational mission. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260108227351/en/ SPIE, the international society for optics and photonics, awarded their Gold Medal to Maryellen Giger (pictured here with her team) for pioneering work in computer-aided diagnosis and image analysis/AI, significant impact on clinical translation, and supporting the next generation of medical-imaging scientists and the SPIE community. SPIE Gold Medal: Maryellen Giger For pioneering work in computer-aided
PUMA Appoints Nadia Kokni as Vice President Global Brand Marketing8.1.2026 17:30:00 EET | Press release
Sports company PUMA has appointed Nadia Kokni as Vice President, Global Brand Marketing, effective January 1, 2026. Nadia joins PUMA’s global leadership team and reports directly to Chief Brand Officer Maria Valdes. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260108099913/en/ Sports company PUMA has appointed Nadia Kokni as Vice President, Global Brand Marketing, effective January 1, 2026. Nadia joins PUMA’s global leadership team and reports directly to Chief Brand Officer Maria Valdes. In her new role as PUMA’s most senior global marketing leader, Nadia will oversee brand marketing strategy, brand marketing creative direction, integrated marketing and communication globally. Her appointment comes as PUMA accelerates its global brand ambition and sharpens storytelling around its product icons and innovation pipeline. Nadia brings deep international experience shaping and transforming leading global brands across the spor
Xsolla Kicks Off Two Weeks of Industry Programming, Community Events, and Expanding Support for Global Developers Across the UK at the Industry’s Biggest Winter Event8.1.2026 17:00:00 EET | Press release
Xsolla, a global video game commerce company that helps developers launch, grow, and monetize their games, today announces a comprehensive program of events and activations across the United Kingdom taking place from January 10 to 22, 2026. This coordinated programming schedule reflects Xsolla’s continued investment in the UK and European games ecosystem. Capitalizing on a pivotal moment in the global games calendar, Xsolla is bringing developers, partners, and creators together through partnerships, live events, thought leadership, and community building. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260108943976/en/ (Graphic: Xsolla) “Pocket Gamer Connects London brings together one of the most diverse and forward-thinking communities in the mobile global games industry,” said Berkley Egenes, Chief Marketing and Growth Officer. “We’re here to build all the things for the video game industry by helping developers turn grea
Golub Capital Continues Strong Track Record of Consistent Results in 20258.1.2026 17:00:00 EET | Press release
Golub Capital delivered another year of “good boring,” consistent results for its stakeholders in 2025, aided by its commitment to specialization. “We have long believed that specialization is a key source of competitive advantage for Golub Capital,” said David Golub, President of the Firm. “The past year validated this. Our deep relationships, scale and expertise enabled us to continue delivering strong results for investors, sponsors, portfolio companies and our team despite a muted M&A environment and high levels of credit stress across the private equity ecosystem. We are grateful for our clients’ trust and remain committed to building long-term, win-win partnerships that endure through market cycles.” 2025 Highlights, based on preliminary results:1 Delivering strong credit performance, record fundraising and continued leadership in sponsor finance Closed $25+ billion in financing commitments in 2025 to support existing portfolio companies and new platforms across a broad range of
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom