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
Filippo Fagnani from Quanta System Receives the EAU Award for Significant Contribution to Endourology at ICE 202610.10.2026 19:09:00 EEST | Press release
Filippo Fagnani, Marketing & Scientific Director of Quanta System’s Surgical Division, has been honoured with the Award for Significant Contribution to Endourology at ICE26, the International Conference on Endourology organised by the EAU Endourology Section. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261010101303/en/ Filippo Fagnani receiving the prize with Olivier Traxer and Professor Bhaskar Somani. The recognition celebrates more than two decades of professional commitment to laser technology and a career built around a clear ambition: to translate the needs of urologists into increasingly precise, flexible and useful technologies, with the ultimate goal of supporting patient safety and better surgical outcomes. “I have always believed that technology should make the surgeon’s work more precise, more flexible and, most importantly, safer for the patient. My goal has never been to develop technology for its own sake,
Emdoor Information Marks 18 Years of Rugged Computing Excellence with Vertically Integrated Capabilities10.10.2026 13:30:00 EEST | Press release
As industrial automation, smart manufacturing, and field operations increasingly depend on mission-critical mobile computing, global demand for reliable rugged tablets, rugged laptops, and rugged handhelds continues to accelerate. Emdoor Information, a publicly listed company on China’s A-share main board since 2023 and an 18-year veteran in rugged computing, has established itself as a rugged computing solutions provider for industrial customers worldwide. Founded in 2008, the company delivers sustained growth, world-class manufacturing, resilient supply chains, full-stack R&D, and comprehensive lifecycle services. Its rugged computing products and industrial customers now span North America, Latin America, Europe, and Asia-Pacific, serving sectors such as public utilities, intelligent manufacturing, warehouse management, transportation, energy industry. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261010564561/en/ Rugged
Vertex to Present New Data on ALYFTREK ® at the North American Cystic Fibrosis Conference9.10.2026 20:15:00 EEST | Press release
Vertex Pharmaceuticals Incorporated (Nasdaq: VRTX) today announced new interim data from the ALYFTREK® (vanzacaftor/tezacaftor/deutivacaftor) 2 to 5 years old open-label extension study, highlighting recovery of exocrine pancreatic function in some children in that age group, allowing those children to discontinue pancreatic enzyme replacement therapy (PERT). Pancreatic exocrine insufficiency in children with cystic fibrosis (CF) was previously believed to be irreversible. These data were presented at the North American Cystic Fibrosis Conference (NACFC). “The data presented at NACFC underscore the safety and efficacy of our CF medicines in the real world and in clinical trials in younger age groups. The data from the Phase 3 open-label study in 2 to 5 year olds evaluating exocrine pancreatic function represent a profound shift in how we understand the benefits of treating cystic fibrosis in its earliest stages,” said Carmen Bozic, M.D., Executive Vice President, Global Medicines Devel
Verdant Rock Receives A (low) Financial Strength Rating from Morningstar DBRS, Adding a Second International Investment-Grade Assessment9.10.2026 17:00:00 EEST | Press release
Verdant Rock Limited, a Bermuda Monetary Authority-regulated Class 3B insurance company, has received an A (low) Financial Strength Rating from Morningstar DBRS. The rating reflects Verdant Rock’s financial strength and its capacity to meet policyholder obligations as an investment-grade financial guarantor for Emerging Markets credit. Morningstar DBRS is a global credit rating agency with coverage across North America, Europe, Asia, and Latin America. Its assessment of Verdant Rock reflects the company’s strong projected earnings ability, robust risk profile, sound liquidity, and good capitalization. Morningstar DBRS also assigned an A (low) Issuer Rating to Verdant Rock. The rating follows Verdant Rock’s BBB+ Long-Term Insurer Financial Strength Rating with a Stable Outlook from Fitch Ratings, assigned on 12 June 2026. Verdant Rock now holds Financial Strength Ratings from both Fitch Ratings and Morningstar DBRS, providing counterparties with dual-agency confirmation of the company’s
Tecnotree Named a Visionary in the Inaugural 2026 Gartner® Magic Quadrant™ for CSP AI-Enabled Marketing and Sales Solutions9.10.2026 16:17:00 EEST | Press release
Tecnotree, a global digital platform and services leader for AI, 5G, and cloud-native technologies, today announced that Gartner has positioned it as a Visionary in the first-ever Magic Quadrant for AI-Enabled CSP Marketing and Sales Solutions. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261009905430/en/ Tecnotree Named a Visionary in the Inaugural 2026 Gartner® Magic Quadrant™ for CSP AI-Enabled Marketing and Sales Solutions A new category for a new operating model. CSPs are fighting saturated markets, rising acquisition costs, and accelerating churn. They are responding with AI-driven automation across the full revenue cycle, from segmentation and campaigns to lead management, CPQ, and renewals, increasingly executed by autonomous agents. According to us, Gartner creation of this Magic Quadrant confirms the shift has moved from pilot to boardroom priority. According to Gartner, Visionaries "understands where the market
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