LivePerson (NASDAQ: LPSN) announced its collaboration with Amazon Web Services (AWS) to integrate Amazon Connect, an AI-native customer experience solution, with LivePerson's digital contact center. This integration aims to deliver a unified customer service solution, allowing CX leaders to improve agent retention and increase self-service while lowering cost-to-serve.
The integration will enable contact center agents to manage all interactions through a single interface, leveraging AI-supported conversations and seamless handoffs between automation and human support. LivePerson's advanced conversational intelligence for both voice and digital will provide brands with actionable data insights.
CEO John Sabino emphasized that this integration is part of LivePerson's strategy to offer customers the flexibility to build their ideal CX tech stack with LivePerson at the core, orchestrating conversations. By eliminating separate telephony requirements, businesses can significantly reduce operational complexity and costs, scaling customer service more efficiently.
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