LivePerson, a global leader in enterprise conversational AI and digital transformation, has announced a collaboration with Amazon Web Services (AWS) to integrate Amazon Connect into its digital contact center platform. By combining LivePerson’s advanced conversational intelligence with Amazon Connect’s AI-native customer experience solution, the partnership aims to deliver a seamless and unified customer service ecosystem.

John Sabino, CEO of LivePerson, emphasized the value this integration brings to customer experience (CX) leaders. He stated, “Leveraging Amazon Connect for their contact center needs will give CX leaders immediate access to a unified platform that drives unparalleled efficiency and elevates customer satisfaction. This integration is another piece of LivePerson’s strategy to give our customers the flexibility to build their dream CX tech stack with LivePerson at the core, connecting and orchestrating conversations.”

AI Authority Trend: LivePerson Expands Google Cloud Partnership for Conversational AI

With this integration, contact center agents will manage customer interactions through a single, consolidated interface. The platform enables smooth transitions between AI-driven automation and human support, while LivePerson’s conversational intelligence ensures real-time, actionable insights across both voice and digital channels. By removing the need for separate telephony systems, businesses can significantly reduce operational costs and complexity, while at the same time scaling their customer service operations more efficiently.

Rich Geraffo, Vice President and Managing Director of AWS North America, highlighted the joint value proposition. He explained, “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. Our shared customers can now leverage Amazon Connect’s robust AI-native cloud contact center capabilities alongside LivePerson’s advanced conversational AI. This integration creates more connected, efficient, and personalized interactions for both customers and agents.”

AI Authority Trend: Inorsa Introduces Site Intelligence Layer and Conversational AI Assistant

Beyond efficiency, the collaboration brings a host of advanced capabilities. LivePerson enables brands to achieve:

  • Seamless cross-platform connectivity, including a unified workspace, integrated analytics, and orchestration layers across all communication channels without disrupting existing workflows or infrastructure.
  • Comprehensive digital channel support, covering SMS, WhatsApp, Apple Messages for Business, Facebook Messenger, Google RCS, Line, KakaoTalk, web, and in-app messaging.
  • Integrated conversational AI that works with third-party bots and leading large language models from Amazon, Microsoft, and Google.
  • Unified conversational intelligence across voice and digital, consolidating customer sentiment and agent performance insights from multiple providers.
  • Enterprise-grade generative AI features, such as automated conversation summaries, AI-powered routing, agent-assist tools, data gathering, and omnichannel LLM-driven insights.

Ultimately, the integration between LivePerson and AWS creates a powerful synergy designed to redefine customer engagement. By uniting automation, conversational AI, and human support in one cohesive solution, businesses can elevate customer satisfaction while achieving greater scalability, efficiency, and personalization.

AI Authority Trend: Hyland Partners with AWS to Drive AI and Unstructured Data Innovation

To share your insights, please write to us at sudipto@intentamplify.com