Liveperson

Revolutionizing AI-powered customer engagement with LivePerson

LivePerson, a leader in AI-powered messaging and voice platforms, is committed to improving the way businesses connect with customers. Their mission is to help businesses create real-time, personalized interactions across various channels.

To achieve this goal, they needed a partner who could not only meet their high standards for scalability, reliability, and security but also share their vision for innovation. In their search, they found Telnyx, a trusted provider of communications APIs and infrastructure that has become an integral part of LivePerson's architecture.

The challenge

LivePerson’s goal was to transform customer interactions through cutting-edge AI technologies. However, achieving this goal required overcoming several challenges, including finding a provider and partner that could:

• Support high volumes of real-time data with minimal latency.
• Collaborate on innovative solutions that would further enhance their platform’s capabilities.

“We needed a provider that could not only meet our high standards in scalability, reliability, and security, but also a partner that is willing to co-develop innovative solutions with us,” said Linh Tran, SVP Head of Product at LivePerson.

The partnership

Telnyx quickly emerged as the ideal partner for LivePerson, with a shared commitment to collaboration and long-term success. Telnyx’s rich SMS API and real-time communications infrastructure are crucial to LivePerson's live customer interactions. LivePerson also leverages Telnyx’s SIP SRS (Session Recording Server) to develop voice copilot capabilities, which are currently being integrated into their platform.

“Telnyx provides the real-time communication infrastructure that ensures low latency, which is very crucial for live customer interaction,” Linh explained. “They are definitely a crucial component as part of our architecture.”

Transforming integration and reducing friction

One of the most significant benefits of the Telnyx and LivePerson partnership was the drastic reduction in API integration time. What once took two to three months now only takes two weeks, thanks to Telnyx’s streamlined processes.

This reduction in setup time has lowered the friction in adopting LivePerson’s analytic products and opened up new revenue streams. For instance, the recent rollout of a voicebot solution, powered by Telnyx’s infrastructure, has become an innovative feature for businesses looking to enhance their customer interactions.

Innovating for the future

Looking ahead, LivePerson aims to leverage even more Telnyx tools to ehance their platform. With the Telynx Voice API capabilities, they plan to implement voice biometrics to create a frictionless voice authentication process for the voice channel. This technology has the potential to transform how businesses interact with their customers, making interactions smoother, more secure, and more personalized.

“I see the opportunities here as endless,” said Linh Tran.