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
Paysafe Research: First-Time and Casual Betting to Surge for 2026 World Cup14.1.2026 16:10:00 EET | Press release
19% of global consumers with an interest in following this summer’s 2026 World Cup plan to place their first ever online bet during the soccer tournament, according to research issued today by leading payments platform Paysafe (NYSE: PSFE). The company’s All the Ways Players Pay: World Cup 2026 report also indicates that brand reputation and offering flexible, reliable payments will be crucial for online sportsbooks when converting and retaining new and experienced bettors alike. With the World Cup returning to North America for the first time since 1994, there is strong appetite for online wagering in the host countries of the U.S., Mexico, and Canada as well as in Europe and Latin America, with 60% of global fans planning to bet. Across U.S. states where sports betting is legal, 62% intend to wager, with 29% placing their first ever bet. The surge is expected to be even stronger in Mexico, with 68% planning to wager, including 26% for the first time. And even in Canada, 46% of Ontari
Joint Cross-industry Statement: Cement Industry Co-Processing Should Be More Widely Adopted for Global Sustainable Waste Management14.1.2026 16:00:00 EET | Press release
Leading industry organisations today issued a joint statement highlighting the substantial and positive contribution the cement industry can make to addressing the urgent global challenge of non-recyclable and non-reusable waste. The Global Cement and Concrete Association – GCCA; European Composites Industry Association (EuCIA); International Solid Waste Association – Africa; Mission Possible Partnership; and The Global Waste-to-Energy Research and Technology Council – WtERT® are calling for stronger policy support to unlock the full potential of cement industry co-processing as a safe, effective and sustainable global waste management solution. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260114232332/en/ Co-processing enables both energy recovery and material recycling. It uses waste to replace fossil fuels in heating cement kilns, while any remaining ashes are simultaneously recycled into the building material compound
New Experian Study Reveals Critical Role of AI in Lending and Key Drivers of Accelerated Adoption by Financial Institutions14.1.2026 16:00:00 EET | Press release
A recent Experian Perceptions of AI Report that polled more than 200 decision-makers at leading financial institutions on their AI investment strategy offers key insights into their adoption of AI and expected outcomes when investing in the technology. Notably, AI adoption among financial institutions is accelerating, with 84% of respondents identifying AI technology as being critical or a high priority for their business strategy over the next two years. Further underscoring AI’s strategic importance, a striking 89% state that it will play a critical role across the lending lifecycle. Study findings shed light on that role, pointing to several essential outcomes that respondents expect when investing in AI, including increased operational efficiency, improved credit decisioning accuracy and more effective risk mitigation. “This study helps us better understand the business drivers behind the strong and increasingly fast-moving investments in AI among our financial institution customer
Prometheus Announces Breakthrough e-Kerosene Pathway to Make Cost-Competitive SAF and Diesel from Electricity and Air14.1.2026 15:57:00 EET | Press release
Prometheus Fuels today announced its revolutionary new pathway for producing synthetic paraffinic kerosene (the basis for SAF jet fuel and e-diesel) from direct air capture of CO2 and off-grid renewable electricity. The new Prometheus e-kerosene pathway makes Fischer-Tropsch synthesis obsolete, reducing the cost to make e-fuels by more than 80 percent compared to the century-old technology. It is also the first process in history to make kerosene from electricity and atmospheric CO2 without using hydrogen. The kerosene produced is 100 percent carbon neutral. Two independent engineering reviews confirmed demonstration of the new pathway using commercial-scale cells. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260114310118/en/ Because the Prometheus e-kerosene pathway operates at ambient temperatures and pressures, it uses much less expensive equipment than the high-temperature, high-pressure Fischer-Tropsch process. This i
Armis Launches New Partner Program, Expanding its Reach to Help Global Organizations Enhance Cyber Resilience14.1.2026 15:00:00 EET | Press release
Armis, the cyber exposure management & security company, today announced the launch of the Armis Select Partner Program. The new program marks a significant evolution in Armis' commitment to its global partner ecosystem. By extending the reach of Armis Centrix™, the Armis Cyber Exposure Management Platform, to organizations worldwide through its partner program, joint customers can streamline their security operations and proactively strengthen defenses. “Global enterprises don’t just need tools; they need a unified ecosystem of trusted partners to navigate an increasingly volatile threat landscape,” said Alex Mosher, President and CRO of Armis. “At Armis, our partners are the primary engine of our growth and the cornerstone of our global strategy. By evolving our partner program, we are doubling down on this collaborative foundation to accelerate our reach and deepen our impact. Together, we are empowering customers to move from reactive defense to proactive cyber exposure management
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