Nirali Amin on customer behavior
From Trends in Contact Center Transformation: A Conversation with Nirali Amin from LivePerson · · Tech Mahindra
“Customers want to connect at their time in their channel of choice based on their situation. If they're commuting, they're most likely going to use SMS or some third party application; if they're working at home, they'll use their desktop; and if they have time at home, they may switch to a call. The journey is no longer linear.”
On , Nirali Amin, Senior Vice President of Solutions at LIVEPERSON INC, spoke about customer behavior during Trends in Contact Center Transformation: A Conversation with Nirali Amin from LivePerson on Tech Mahindra.
About Nirali Amin
Nirali Amin, Senior Vice President of Solutions at LivePerson, discussed contact center transformation in a January 2025 interview. She stated that transformation involves two elements: empowering agents with tools like generative AI to drive outcomes such as revenue and retention, and ensuring a balance between customer experience and agent experience. Amin said LivePerson has moved from being a messaging and AI provider to a "system of action" that acts as a command center for brands, integrating third-party bots and large language models. Amin noted that customer journeys are no longer linear, with customers choosing channels based on their situation, such as SMS while commuting or voice at home. She said LivePerson previously promoted the idea that voice was obsolete but has since learned that digital alone does not solve all needs, and the company now aims to give voice the same tools and respect as digital channels. Amin emphasized that transformation requires combining multiple systems and frameworks, not relying on a single capability.