Customer Experience Transformation to be Driven by Infosys and LivePerson Partnership

By Ralph Rio

Category:
Acquisition or Partnership

Infosys and LivePerson, Inc., a global player in Conversational AI, announced a new 360° partnership to help brands manage AI-powered conversations with consumers and employees over SMS, web sites, apps, and the messaging channels they use every day. The partnership will enable brands to unlock higher growth by combining Infosys Cobalt, a platform and set of services to accelerate an enterprise’s journey into the cloud, with LivePerson’s Conversational Cloud, a complete set of applications and APIs for creating and managing conversational experiences.

Infosys is investing in and scaling a service practice to take to market and support LivePerson’s Conversational Cloud, as well as assisting LivePerson in the transformation of its technology infrastructure on the public cloud to address the growing demand for conversational experiences. Eighty-five percent of consumers now report they want to message with brands to make purchases and get help. The key areas this strategic partnership will focus on include:

  • Direct-to-consumer conversations on consumers’ preferred messaging channels — including Apple Business Chat, Google's Business Messages, Facebook Messenger, WhatsApp, and brand websites and apps — for marketing, sales and fulfillment, and customer service
  • New messaging experiences for employees to support business continuity, HR, finance, and IT queries, drafting off Infosys’ strength in transforming these functional areas within large enterprises
  • The cloud, conversational AI, digital consulting, and global delivery services to build, run, integrate, and scale immersive experiences for brands

Conversational experiences consistently demonstrate higher business performance compared to traditional voice and digital, making them powerful additions to Infosys Cobalt, trade marketing, e-commerce, and contact center solutions.

 

 

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