August 25, 2025
LivePerson and AWS Integration Lets Brands Simplify Customer Service and Cut Costs
LivePerson is teaming up with Amazon Web Services (AWS) to bring together its digital contact centre platform with Amazon Connect, AWS’s AI-powered cloud contact centre solution. The integration gives brands a single interface to manage all customer interactions, like voice, chat, messaging, and more, reducing the need for separate systems and cutting operational complexity.
Agents can now switch seamlessly between automated AI support and live conversations, while AI tools analyse interactions in real time, provide summaries, and surface insights to improve customer outcomes. Businesses can also consolidate customer sentiment and agent performance data across all channels, helping managers make faster, smarter decisions.
John Sabino, LivePerson CEO, said: “Leveraging Amazon Connect for their contact centre 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.”
The platform supports a wide range of messaging channels, including web chat, in-app messaging, SMS, WhatsApp, Google RCS, and Apple Messages for Business. It’s compatible with third-party bots and large language models from Microsoft, Amazon, and Google, letting brands layer AI where it delivers the most value.
Generative AI features, such as intelligent routing, agent support tools, and conversation summarisation, further reduce workload for agents while improving self-service adoption.
AWS recently signed a multi-year deal with voice AI firm Deepgram, making it easier for companies to adopt generative voice technology at scale for a wide range of enterprise use cases.
