Monday, September 01, 2025
On August 25, LivePerson announced a new partnership with Amazon Web Services (AWS) to bring together Amazon Connect and LivePerson’s digital contact center. This collaboration aims to create a more seamless and unified customer service experience by combining LivePerson’s conversational AI expertise with the powerful, AI-driven features of Amazon Connect.
With this integration, contact center agents can handle both voice and digital conversations in one place powered by AI to make every interaction smarter. Company executives note that this streamlined approach is designed to cut operational complexity, lower costs, and allow organizations to scale their service operations more efficiently.
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"At its heart, the partnership supports LivePerson’s goal of giving enterprises more flexibility as they build and customize their customer experience tech stack. By serving as the central platform that connects and orchestrates customer conversations, LivePerson is positioning itself as a key enabler of modern, AI-powered service delivery.
The integration is expected to have a wide-reaching impact across different stakeholders in the CX ecosystem, including:
CX leaders who are seeking unified solutions to simplify their contact center operations.
Contact center agents who will now be able to handle digital and voice interactions seamlessly.
Enterprise organizations looking to cut costs, reduce complexity, and drive better customer outcomes.
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Traditionally viewed as cost centers, contact centers are increasingly evolving into strategic assets as AI redefines how brands deliver service. Since its founding in 1995, LivePerson has become a leader in conversational AI a market expected to grow from $17.05 billion in 2025 to $49.8 billion by 2031. But despite this rapid growth, research shows that only 11% of companies are truly succeeding in using AI to create human-like customer conversations.
AI-driven tools hold significant promise. Companies using AI for self-service are seeing up to twice the improvement in first-contact resolution and the ability to resolve issues without human support. Success depends on aligning technology adoption with business goals and ensuring AI complements not complicates agent workflows.
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Amazon Connect continues to add value through generative AI, omnichannel capabilities, and new integrations such as WhatsApp support, while also enhancing its security features. These innovations reflect the increasing demand for robust, unified platforms that can handle diverse communication channels without compromising on data protection.
For contact center agents, though, the impact of AI is more complex and layered. While automation can relieve agents from repetitive tasks, research also indicates that some AI features, such as transcription and summarization, may inadvertently add to workloads. This highlights the importance of designing AI systems that genuinely enhance productivity and reduce friction.
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Commenting on the collaboration, Rich Geraffo, vice president and managing director of AWS North America, said:
“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.”
The LivePerson-AWS partnership underscores a major shift in how customer service is evolving. By uniting conversational AI with a robust contact center platform, the two companies are not just improving efficiency they are shaping the future of CX where automation and human support work hand in hand to deliver faster, more personalized, and more meaningful customer experiences.
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