LivePerson, a leading enterprise conversational AI provider, has announced a strategic integration with Amazon Web Services (AWS) to combine Amazon Connect a comprehensive, AI-native customer experience solution with LivePerson’s digital contact center platform. This partnership aims to unify voice and digital customer interactions, creating a seamless and efficient customer service experience. The integration leverages LivePerson’s advanced AI and conversational intelligence alongside Amazon Connect’s cloud contact center capabilities, enabling businesses to streamline their customer engagement processes through a single interface.
John Sabino, CEO of LivePerson, highlighted that this collaboration gives customer experience leaders immediate access to a unified platform that enhances efficiency and improves customer satisfaction. The integration allows contact center agents to handle all interactions whether voice or digital within one consolidated interface, improving workflow by supporting AI-driven conversations and enabling smooth transitions between automated systems and human agents. This unified solution not only enhances customer experience but also reduces operational complexity by eliminating the need for separate telephony systems, helping businesses scale their customer service more cost-effectively.
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Rich Geraffo, vice president and managing director of AWS North America, underscored that the combination of LivePerson’s digital contact center with Amazon Connect facilitates seamless movement between automation and live support. This integration offers brands and their customers a more connected, efficient, and personalized service experience by merging Amazon Connect’s powerful AI-native cloud technologies with LivePerson’s cutting-edge conversational AI tools.
The partnership delivers a robust digital toolkit that supports a breadth of communication channels, such as web, in-app messaging, SMS, WhatsApp, Google RCS, Apple Messages for Business, Line, Facebook Messenger, KakaoTalk, and others. It also integrates conversational AI with compatibility for third-party bots and access to large language models from major providers like Microsoft, Amazon, and Google. Furthermore, it features a fully unified conversational intelligence platform that consolidates customer sentiment and agent performance data across all voice and digital channels, providing brands with comprehensive analytics and insights.
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Among the enterprise-grade features enabled through this integration are generative AI capabilities including conversation summarization, agent assistance tools, specialized AI-driven routing and data collection agents, and large language model-fueled insights from an omnichannel intelligence suite. In essence, this partnership significantly advances the ability of brands to provide a cohesive, intelligent, and dynamic customer experience by combining the strengths of LivePerson and AWS into one seamless platform.
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