Infosys (INFY) And LivePerson (LPSN) Partnering To Help Brands Manage AI-Powered Conversations

By Amit Chowdhry ● March 31, 2021
  • Infosys (NYSE: INFY) and LivePerson, Inc. (Nasdaq: LPSN) announced a new partnership today. These are the details.

Infosys (NYSE: INFY), a leader in next-generation digital services and consulting, and LivePerson, Inc. (Nasdaq: LPSN), a leader in Conversational AI, announced today 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. 

This 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 going to investi in and scale 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. 85% 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, which makes them powerful additions to Infosys Cobalt, trade marketing, e-commerce, and contact center solutions. And brands already using LivePerson’s Conversational Cloud have seen results including up to 20% increases in average order value and customer satisfaction scores, up to 10x online sales conversions versus traditional web sites, and 50% lower labor costs and agent attrition.

KEY QUOTES:

“Together with Infosys’ transformational services and cloud capabilities, we can redefine how the world’s major brands communicate with consumers and engage their employees. Our Conversational Cloud includes a full set of APIs and integration points that Infosys can help architect and weave throughout a large enterprise’s systems and processes to generate the maximum sales impact and cost savings from conversational experiences. LivePerson will benefit from Infosys’ partnership by continuing to scale our Conversational Cloud to meet consumers’ growing demand for these experiences.”

— Rob LoCascio, CEO and Founder of LivePerson

“We are excited to embark on this strategic partnership bringing Infosys Cobalt’s services to act as a force-multiplier for LivePerson’s Conversational Cloud. We plan to leverage LivePerson in the mission critical business processes of our clients to improve the user experience for their customers, channel partners, and employees. I’m confident that we will jointly innovate and deliver insight-led omnichannel customer experiences for enterprise brands to create new revenue models, realize savings, and achieve faster time to market.”

— Karmesh Vaswani, EVP & Global Head Consumer, Retail & Logistics, Infosys

Disclaimer: This content is intended for informational purposes. Before making any investment, you should do your own analysis.