Afiniti, the world’s main supplier of AI that pairs clients with contact middle brokers, and LivePerson (Nasdaq: LPSN), a world chief in buyer engagement options, immediately introduced the native integration of Afiniti’s AI pairing expertise with LivePerson’s Conversational Cloud®. This strategic partnership will assist clients have higher conversations with manufacturers on their most well-liked digital channels by connecting them to contact middle brokers on the premise of greatest match.
LivePerson gives AI-powered buyer engagement options that manufacturers use to have conversations with tens of millions of customers as personally as they might with one. Afiniti’s expertise makes use of AI to pair clients with contact middle brokers uniquely best-suited to serving to them, and is confirmed to ship measurable enhancements to buyer satisfaction, agent expertise, and enterprise income. Integrating Afiniti’s AI with LivePerson’s Conversational Cloud will make conversations extra personalised, environment friendly, and worthwhile in each reside and asynchronous experiences.
“This native integration makes use of the facility of contact middle AI to enhance human interactions, which is the core of what we do at Afiniti,” mentioned Larry Babbio, CEO and Chair of Afiniti. “Our partnership with LivePerson will allow organizations to ship much more profitable and partaking experiences for his or her clients by the messaging channels they know and use on a regular basis.”
The partnership builds on LivePerson’s Curiously Human™ method, the place Conversational AI is used to create higher engagement, together with serving to brokers be extra profitable when interacting with clients. By layering in Afiniti’s expertise, manufacturers can pair people with brokers in milliseconds primarily based on historic patterns of knowledge, corresponding to a buyer’s product utilization, tenure, and causes for contacting the corporate up to now. It additionally considers agent info, corresponding to how they’ve dealt with related messaging interactions, to maximize constructive customer-agent experiences and profitable outcomes.
“Our shut partnership, well-designed integration, and seamless deployment with Afiniti will unlock even better worth for manufacturers in search of to present excellent AI-powered buyer engagement,” mentioned Rob LoCascio, founder and CEO of LivePerson. “Integrating Afiniti’s AI pairing expertise with our AI-powered Conversational Cloud will ship extra constant and personalised conversations, and we’re thrilled to carry them into our sturdy accomplice ecosystem.”
Consider two sad cellular subscribers who’ve messaged their telecommunications supplier with the intent to cancel their contracts, each ready in a queue for 2 soon-to-be-available brokers. As the messages come into LivePerson’s Conversational Cloud, Afiniti’s expertise makes use of real-time information concerning the subscribers, brokers, and historic interactions to construct a mannequin of the anticipated outcomes of all attainable pairings. It then applies patented algorithms in actual time to pair the subscribers with brokers which might be more than likely to retain and fulfill them. Once linked, LivePerson’s AI instruments can then even be utilized to counsel content material and textual content to every agent, route the subscribers to automations as applicable because the conversations unfold, and analyze how the conversations are performing.
“Our analysis reveals that manufacturers put a premium on offering clients with correct and appropriate responses rapidly and at scale,” mentioned Dan Miller, Lead Analyst at Opus Research. “A ‘native’ implementation of Afiniti’s capabilities in LivePerson’s platform fulfills that promise by pairing brokers and clients extra intelligently throughout all channels. Messaging transformation calls for personalization at scale, and that’s exactly what this partnership can ship.”
The native integration is at the moment out there to early entry purchasers, with a normal availability launch to comply with in early 2023.
To be taught extra, go to LivePerson’s weblog.
Afiniti makes use of patented synthetic intelligence expertise to pair clients and contact middle brokers primarily based on how nicely they’re doubtless to work together. Its expertise is used globally in healthcare, telecommunications, journey, hospitality, insurance coverage, and banking. To be taught extra, go to www.afiniti.com.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is a world chief in buyer engagement options. We create AI-powered digital experiences that really feel Curiously Human. Our clients — together with main manufacturers like HSBC, Orange, and GM Financial — have conversations with tens of millions of customers as personally as they might with one. Our Conversational Cloud platform powers practically a billion conversational interactions each month, offering a uniquely wealthy information set to construct connections that cut back prices, improve income, and are something however synthetic. Fast Company named us the #1 Most Innovative AI Company on this planet. To speak with us or our Conversational AI, please go to liveperson.com.