Featuring: Lukasz Szostak, VP Strategic Partnerships, LivePerson
Use Case: Contact Center Personalization, Customer Lifetime Value Optimization
As digital communication evolves, so do the expectations for seamless, human-like customer service. For Lukasz Szostak, VP of Strategic Partnerships at LivePerson, the mission is simple: bring the comfort of personal conversations to enterprise-scale experiences.
“Our goal is to deliver the kind of experience you have when you’re talking to your friends and family – and bring that to large enterprises.”
LivePerson is at the forefront of conversational AI, helping businesses navigate the shift from traditional web and voice to channels like WhatsApp, Facebook Messenger, and Apple Business Chat. But transforming digital conversations into business value requires more than just great tech – it takes great partnerships.
Where Routing Ends, Precision Matching Begins
LivePerson already offers sophisticated skill-based routing systems. But when it came to elevating customer experience to the next level, they turned to Afiniti.
“With Afiniti’s help, we were able to extend that same great experience to the last mile – customer-to-agent matching.”
This precision pairing enhances digital journeys, creating more personalized interactions that drive deeper engagement and greater long-term value.
Turning Conversations Into Outcomes
By combining forces, LivePerson and Afiniti empower enterprise clients to deploy advanced AI solutions inside the contact center, without the high costs of off-the-shelf GenAI or LLM tools.
“We’ve delivered extraordinary results with Afiniti… but we’ve only scratched the surface.”
In one deployment with a major U.S. telecom brand, the partnership generated millions in value while simultaneously increasing customer satisfaction.
“It all starts and ends with great customer experiences… and the results have been outstanding.”
Key Takeaways
- Digital CX is evolving fast.
Messaging-first strategies are becoming standard, especially in high-volume contact centers.
- Smart matching drives engagement.
AI-powered agent pairing boosts customer satisfaction and lifetime value.
- Off-the-shelf AI isn’t enough.
Custom, partnership-led deployments are more scalable and cost-effective.
- Real results require real collaboration.
LivePerson and Afiniti are proving what’s possible when AI and CX align.
Ready to turn every conversation into a growth opportunity?
See the full interview here.