Washington, New York, United States:
Afiniti, the world’s main supplier of AI that pairs prospects with contact heart brokers, and LivePerson (Nasdaq: LPSN), a worldwide chief in buyer engagement options, at this time introduced the native integration of Afiniti’s AI pairing expertise with LivePerson’s Conversational Cloud®. This strategic partnership will assist prospects have higher conversations with manufacturers on their most well-liked digital channels by connecting them to contact heart brokers on the premise of finest match.
LivePerson offers AI-powered buyer engagement options that manufacturers use to have conversations with tens of millions of shoppers as personally as they’d with one. Afiniti’s expertise makes use of AI to pair prospects with contact heart brokers uniquely best-suited to serving to them, and is confirmed to ship measurable enhancements to buyer satisfaction, agent expertise, and business 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 uses the power of contact center AI to improve human interactions, which is the core of what we do at Afiniti,” stated 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™ strategy, the place Conversational AI is used to create higher engagement, together with serving to brokers be extra profitable when interacting with prospects. By layering in Afiniti’s expertise, manufacturers can pair people with brokers in milliseconds primarily based on historic patterns of knowledge, resembling a buyer’s product utilization, tenure, and causes for contacting the corporate up to now. It additionally considers agent data, resembling how they’ve dealt with comparable messaging interactions, to maximize constructive customer-agent experiences and profitable 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,” stated 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 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 in regards to the subscribers, brokers, and historic interactions to construct a mannequin of the expected outcomes of all doable pairings. It then applies patented algorithms in actual time to pair the subscribers with brokers which might be probably to retain and fulfill them. Once related, 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 acceptable because 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,” stated 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 at present out there to early entry purchasers, with a common availability launch to observe in early 2023.
To study extra, go to LivePerson’s weblog.
About Afiniti
Afiniti makes use of patented synthetic intelligence expertise to pair prospects and contact heart brokers primarily based on how effectively they’re doubtless to work together. Its expertise is used globally in healthcare, telecommunications, journey, hospitality, insurance, and banking. To study extra, go to www.afiniti.com.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is a worldwide chief in buyer engagement options. We create AI-powered digital experiences that really feel Curiously Human. Our prospects — together with main manufacturers like HSBC, Orange, and GM Financial — have conversations with tens of millions of shoppers as personally as they’d 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 the earth. To discuss with us or our Conversational AI, please go to liveperson.com.
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