Afiniti and LivePerson Integrate AI Technologies to Help Brands Improve Customer Engagement
13.9.2022 16:00:00 EEST | Business Wire | Press release
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
TTNE Announces the World Sauna Award “SAUNA37 2026”10.3.2026 05:00:00 EET | Press release
TTNE Inc. today announced “SAUNA37 2026”, the world sauna award recognizing 37 sauna destinations worldwide This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260308149186/en/ SAUNA37 Through this initiative, we aim to contribute to the global growth of sauna culture and create a future where people around the world can lead happier and healthier lives through saunas. TTNE was founded by Totonoe Oyakata (Dai Matsuo) and Sauna Master (Daisuke Akiyama), who have personally experienced some of the world's finest saunas. Their desire to establish a similar deep-rooted sauna culture in Japan led to the creation of TTNE. As people once again have the opportunity to explore sauna experiences around the world, SAUNA37 aims to introduce the diverse and unique sauna facilities and cultures across the globe. Through this initiative, we seek to further evolve Japan’s sauna culture while also sharing it with the world. TTNE remains committed
Hexagon Semi’s HX77 AR Display Processor Achieves Ultra-Low Power Consumption with VeriSilicon’s Nano IP Portfolio10.3.2026 02:00:00 EET | Press release
VeriSilicon (688521.SH) today announced that Hefei Hexagon Semiconductor (Hexagon Semi), an image processing SoC provider, has adopted VeriSilicon’s proven IP portfolio in its high-performance HX77 series image processing SoC. The adopted IPs include the GCNanoUltraV 2.5D Graphics Processing Unit (GPU) IP, DW100 DeWarp Processing IP, and DC9200Nano Display Processing IP. The SoC has successfully taped out, achieving a first-pass silicon success. The HX77 series is a highly integrated, low-power image processing SoC based on RISC-V architecture, integrating comprehensive video input/output interfaces, image processing, and system control capabilities. By leveraging an innovative heterogeneous computing architecture and sophisticated power management technology, HX77 has successfully achieved a technological breakthrough that enables 2K@60fps output with mere milliwatt-level power consumption. HX77 has also realized the 3DoF hover feature on end devices through spatial computing. In addi
Operio Group Named Distributor for Schaefer Technologies in the United Kingdom and European Union9.3.2026 23:00:00 EET | Press release
Operio Group has signed a distribution agreement with Schaefer Technologies, a manufacturer of semi-automatic encapsulation equipment. Operio Group, a holding company building a global group of brands serving the solid dose manufacturing industry, will be the official distributor of Schaefer Technologies’ products in the United Kingdom and the European Union. Schaefer Technologies develops semi-automatic capsule filling systems, including equipment that produces banded capsules for liquid and pellet formulations used by nutraceutical and pharmaceutical manufacturers. Leadership from both companies worked together to establish the agreement, including Kevin Schaefer, CEO of Schaefer Technologies Inc., and Alastair Sanderson, Chief Business Development Officer at Operio Group. “Schaefer Technologies is looking forward to our new relationship with Operio Group,” said Schaefer. “Their understanding of the pharmaceutical equipment market makes them a strong partner as we combine our experti
Kinaxis Goes All-In on Innovation at Upcoming Kinexions in Las Vegas9.3.2026 20:00:00 EET | Press release
Registration is officially open for Kinexions North America, the premier global supply chain orchestration conference hosted by Kinaxis® Inc. (TSX: KXS). Taking place June 1–3 in Las Vegas, Nevada, the event brings together supply chain leaders, innovators and practitioners from around the world to explore how organizations can leverage AI-driven strategies and technologies to connect data, people and decisions. After a year defined by market volatility, geopolitical risk and disruption, this year’s conference will focus on how intelligent supply chain orchestration enables organizations to move beyond reactive planning to building true enterprise adaptability. The program promises to be the most immersive and future-forward Kinexions yet, with renowned author, entrepreneur and innovation expert, Peter Hinssen confirmed as a featured keynote address. “Kinexions has always been the place where the best in supply chain come together to calibrate and share ideas, rethink what’s possible a
Radial Selects Riskified to Power Payment Fraud and Refund/Return Protection for Merchant Client Portfolio9.3.2026 16:00:00 EET | Press release
Riskified (NYSE: RSKD), a leader in ecommerce fraud and risk intelligence, today announced a strategic partnership with Radial, a leading 3PL set to become Paxon later this year. Radial will integrate with Riskified’s AI-powered platform to help its merchants approve more legitimate orders and reduce losses from payment fraud, including many merchants that use Shopify as their ecommerce platform. Radial supports many of the world’s most recognized retail brands with a global ecommerce fulfillment network of more than 20 centers across North America, helping merchants deliver orders quickly and cost effectively. By bringing Riskified’s AI-powered fraud decisioning into its commerce ecosystem, Radial gives merchants the surgical ability to calibrate the checkout experience according to risk—without slowing fulfillment. This also supports brands seeking to expand into new markets. Riskified empowers Radial's customers with accurate, real-time fraud decisions at checkout, approving or decl
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