News
The Gist
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Unified platform launch. LivePerson and AWS integrate contact center solutions for CX.
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AI-driven efficiency. Integration offers seamless management of voice and digital interactions.
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CX leader impact. Enables CX leaders to lower costs and improve agent retention.
LivePerson announced on Aug. 25 that it is working with Amazon Web Services to integrate Amazon Connect with LivePerson's digital contact center. The integration aims to deliver a unified customer service solution by combining LivePerson's conversational AI capabilities with Amazon Connect's AI-native customer experience platform.
According to company officials, the integration will allow contact center agents to manage all interactions through a single interface while leveraging AI-supported conversations. The companies assert this will significantly reduce operational complexity and costs while enabling more efficient scaling of customer service operations.
The collaboration is part of LivePerson's strategy to provide customers with flexibility in building their customer experience technology stack, with LivePerson serving as the core platform connecting and orchestrating conversations.
Table of Contents
- Impacted Audiences for LivePerson-AWS Integration
- Contact Centers: Strategic Drivers of Customer Service Delivery
- Enhancing Customer Service Experiences
- Integration Capabilities for LivePerson-AWS
- LivePerson Background
Impacted Audiences for LivePerson-AWS Integration
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Customer experience (CX) leaders seeking unified contact center solutions
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Contact center agents managing voice and digital interactions
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Enterprise organizations looking to reduce operational complexity and costs
Contact Centers: Strategic Drivers of Customer Service Delivery
Contact centers are rapidly evolving from cost centers to strategic assets as AI transforms customer service delivery across digital and voice channels.
Founded in 1995, LivePerson has positioned itself in the conversational AI space, which according to recent reports is projected to grow from $17.05 billion in 2025 to $49.8 billion by 2031. Despite this growth, only 11% of companies report being highly effective at using AI to deliver human-like conversations.
The integration of AI-powered solutions in contact centers aims to enhance service speed, accuracy and customer satisfaction. Organizations implementing AI for self-service are up to twice as likely to improve self-service containment rates and first contact resolution. However, industry experts caution that AI isn't a panacea – successful implementation requires clear goals aligned with business objectives.
Amazon Connect has been expanding its capabilities with generative AI features and omnichannel support, including WhatsApp integration and enhanced security measures. These developments reflect the growing demand for unified platforms that can handle diverse communication channels while maintaining data security.
For contact center agents, the impact of AI remains mixed. While automation promises to reduce routine tasks, research shows AI tools like transcription and summarization sometimes create additional work instead of reducing it, highlighting the importance of designing AI solutions that truly complement agent workflows.
Related Article: What Is Conversational AI? More Than Just Chatbots
Enhancing Customer Service Experiences
By combining LivePerson's digital contact center with Amazon Connect, we're creating seamless transitions between automated systems and human support to enhance customer service experiences.
- Rich Geraffo, vice president and managing director of AWS North America
Integration Capabilities for LivePerson-AWS
The integration offers several features designed to improve customer service operations:
| Capability | Description |
|---|---|
| Unified interface | Single platform for managing voice and digital interactions |
| AI-supported conversations | Automated and human support with seamless handoffs |
| Conversational intelligence | Unified platform for voice and digital interaction analytics |
| Generative AI features | Conversation summarization and agent support tools |
| Multi-channel support | Integration with web, SMS, WhatsApp and other platforms |
| Orchestration layer | Spans all communication channels without disrupting existing systems |
| LLM compatibility | Works with models from Microsoft, Amazon and Google |
LivePerson Background
LivePerson, founded in 1995 in New York, targets enterprise and mid-market leaders responsible for customer experience and digital transformation.
Conversational AI Solutions
The company offers AI-powered messaging and conversational platforms that facilitate customer engagement across digital channels. Its solutions include chatbots, messaging APIs and analytics tools designed to automate customer service, support and sales interactions. The platform integrates with popular enterprise systems and is positioned to help organizations reduce costs while improving customer satisfaction.
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Market Position & Customers
The company operates in the customer engagement and conversational AI sector, serving industries such as retail, financial services and telecommunications. Its typical customers are large enterprises and mid-sized businesses seeking to modernize customer interactions. According to the company, its technology is used by organizations aiming to streamline support operations and drive digital transformation initiatives.
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