SoundHound AI has agreed to acquire LivePerson in a deal that aims to combine voice-based agentic AI with digital messaging into a single omnichannel conversational AI platform.
The companies say the combined platform will help enterprises manage customer conversations across voice and digital channels without losing context as interactions move between phone and messaging.
SoundHound says the acquisition creates one of the most comprehensive enterprise customer footprints in the conversational AI sector, including 25 of the Fortune 100, and expands its reach across more than 30 countries.
The combined customer base includes 12 of the top 15 global banks, four of the top five global airlines, four of the top five global automakers, and more than 10 global telecommunications providers, according to the announcement.
Why CX Leaders Care: Fewer Handoffs and Less Context Loss
For CX leaders, the real promise is not more AI. It is fewer broken journeys.
Many customer service organizations still run voice and digital as separate worlds. That split forces customers to repeat information when they switch channels. It also forces CX teams to manage separate vendors, analytics, and orchestration layers.
SoundHound and LivePerson are positioning this deal as a direct response to that pain point.
Asked what changes now, Keyvan Mohajer, CEO and Co-Founder at SoundHound AI emphasized:
"This transformational combination brings together two complementary conversational AI pioneers. SoundHound and LivePerson will define the future of agentic customer service, helping businesses replace fragmented legacy technologies with best-in-class multimodal experiences for the AI-driven era ahead of us."
The companies also framed the combined offering as a single platform that supports the full lifecycle of conversations across voice and digital channels.
What The Combined Platform Is Meant To Deliver
SoundHound brings voice AI capabilities and an agentic platform that it says supports automation and task completion. LivePerson brings enterprise digital engagement, including messaging, chat, and orchestration across web, mobile, and social channels.
The deal also targets a common enterprise requirement: integrations.
LivePerson’s platform includes integrations across enterprise systems and existing digital engagement workflows. SoundHound says combining that with its voice AI stack expands its ability to support AI-driven customer service use cases beyond the phone channel.
In an assessment, John Sabino, CEO at LivePerson warned:
"The artificial boundaries between ‘talking’ and ‘typing’ are disappearing. Consumers expect to start a complex request over the phone and finish it seamlessly via text or web messaging, without ever repeating themselves or losing context."
That expectation is now colliding with budget pressure. CX teams need containment and automation. They also need escalation paths that keep history intact when an interaction moves to a human agent.