AI Support

LivePerson

by LivePerson, Inc.

★5.0

385 reviews

Enterprise conversational AI platform for messaging, chatbots, and voice AI across customer service and sales

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📌Key Takeaways

1LivePerson is a ai support AI agent by LivePerson, Inc., founded in 1995.
2Enterprise conversational AI platform for messaging, chatbots, and voice AI across customer service and sales
3Top strengths: Conversational Cloud Platform: LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for manag...; Intent Manager with NLU: The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automaticall....
4Rated 5.0/5 based on 385 reviews.

Overview

LivePerson is a pioneering enterprise conversational AI platform that fundamentally transforms how businesses engage with customers across digital messaging channels. Founded in 1995 and headquartered in New York City, LivePerson has evolved from a live chat provider into a comprehensive AI-powered customer engagement solution trusted by the world's largest brands including major telecommunications companies, financial institutions, airlines, and retail giants. The platform's core technology combines sophisticated natural language understanding (NLU), machine learning algorithms, and generative AI capabilities to create intelligent virtual assistants that can handle complex customer conversations with human-like understanding. Unlike simple chatbot solutions, LivePerson's Conversational Cloud processes billions of customer interactions annually, continuously learning and improving from each conversation to deliver increasingly accurate and helpful responses. LivePerson serves enterprises seeking to modernize their customer service operations by shifting from traditional voice-based call centers to asynchronous messaging channels where customers prefer to communicate. The platform enables businesses to meet customers on their preferred channels—including Apple Messages for Business, WhatsApp, Facebook Messenger, SMS, web messaging, and in-app messaging—while maintaining conversation context across touchpoints for truly seamless omnichannel experiences. What sets LivePerson apart is its hybrid approach to automation and human support. The platform's AI handles routine inquiries autonomously while intelligently routing complex or sensitive issues to human agents equipped with AI-powered assist tools. This approach typically reduces operational costs by 30-50% while simultaneously improving customer satisfaction scores. The platform's analytics capabilities provide real-time insights into conversation trends, customer sentiment, and agent performance, enabling continuous optimization of customer engagement strategies. For enterprises, LivePerson offers enterprise-grade security, compliance certifications (including SOC 2, GDPR, HIPAA), and the scalability to handle millions of concurrent conversations. The platform integrates seamlessly with existing CRM systems, contact center infrastructure, and business applications through robust APIs and pre-built connectors, making it a strategic choice for digital transformation initiatives.

🎯 Key Differentiator

AI-Extracted

Conversational AI with Intent Recognition and Intelligent Routing

LivePerson's core differentiator is its sophisticated ability to understand customer intent in real-time conversations and automatically route inquiries to the most appropriate resource—whether that's an AI-powered bot or a human agent with specific expertise. The platform leverages advanced Natural Language Understanding (NLU) trained on billions of real customer conversations to classify requests with over 90% accuracy. According to customer case studies published by LivePerson, this intelligent routing capability reduces average handle time by up to 40% while improving first-contact resolution rates. The system continuously learns from agent interactions to improve its classification accuracy, creating a virtuous cycle of automation improvement. Major enterprises like T-Mobile and HSBC have publicly credited this capability as transformational for their customer service operations.

This differentiator was AI-extracted from competitive research.

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Last verified: January 27, 2026

Key Features

Conversational Cloud Platform

LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for managing conversations across every digital channel. The platform processes and orchestrates billions of messages annually, maintaining full conversation context as customers move between channels. It includes a sophisticated workspace for agents that surfaces relevant customer history, suggested responses, and real-time sentiment analysis. The platform's architecture supports both synchronous and asynchronous messaging patterns, allowing customers to start a conversation on one device and continue it hours later on another without losing context. Eliminates channel silos and provides consistent customer experiences regardless of how or where customers choose to engage.

Intent Manager with NLU

The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automatically identify what customers are trying to accomplish. Unlike keyword-based systems, it understands context, handles multiple intents in a single message, and recognizes intent even when expressed in unexpected ways. The system provides a visual interface for creating, training, and refining intent models without requiring data science expertise. Intent recognition accuracy typically exceeds 90% after initial training, with continuous improvement as the system learns from new conversations. Enables precise automation routing and provides actionable insights into what customers actually want, driving product and service improvements.

Conversation Builder Bot Platform

Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The visual dialog editor allows business users to design complex conversation trees with conditional logic, API integrations, and dynamic content personalization. Pre-built templates accelerate development for common use cases like appointment scheduling, order status, and FAQ handling. The platform supports integration with third-party NLU engines and can leverage generative AI for more natural, contextual responses beyond scripted flows. Empowers non-technical teams to build and iterate on automation quickly, reducing time-to-value from months to weeks.

Agent Assist with AI Copilot

Agent Assist provides human agents with real-time AI-powered support during customer conversations, dramatically improving productivity and consistency. The system analyzes ongoing conversations and proactively suggests relevant knowledge base articles, recommended responses, and next-best-actions. It can automatically summarize long conversation histories, translate messages in real-time for multilingual support, and flag compliance-sensitive topics. The AI learns from which suggestions agents accept or modify, continuously improving recommendation relevance. Reduces agent training time, improves response accuracy, and enables agents to handle more complex conversations with confidence.

Analytics and Reporting Suite

LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and customizable reports. The platform tracks key metrics including customer satisfaction (CSAT/NPS), first-contact resolution, average handle time, automation containment rates, and agent utilization. Advanced analytics features include conversation topic clustering, sentiment trend analysis, and predictive modeling for staffing optimization. The system can identify emerging issues before they become widespread problems by detecting unusual patterns in conversation topics or sentiment. Enables data-driven optimization of customer engagement strategies and provides executive-level visibility into contact center performance.

Pros & Cons

Pros

+Conversational Cloud Platform: LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for manag...
+Intent Manager with NLU: The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automaticall...
+Conversation Builder Bot Platform: Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The vi...
+Agent Assist with AI Copilot: Agent Assist provides human agents with real-time AI-powered support during customer conversations, dramatically improving productivity and consistenc...
+Analytics and Reporting Suite: LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and c...

Cons

−AI-generated content requires human review to ensure accuracy and brand voice consistency.
−Initial setup and integration may require technical resources or onboarding support.
−Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Use Cases

Explore all AI Support use cases →

AI SDR: Automated Outbound Prospecting→

Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.

Lead Qualification and Scoring→

Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.

Frequently Asked Questions

LivePerson offers: Conversational Cloud Platform: LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging intera. Intent Manager with NLU: The Intent Manager uses advanced natural language understanding trained on LivePerson's massive data. Conversation Builder Bot Platform: Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered. Agent Assist with AI Copilot: Agent Assist provides human agents with real-time AI-powered support during customer conversations, . Analytics and Reporting Suite: LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversati.

1. Conversational Cloud Platform: LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for manag... 2. Intent Manager with NLU: The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automaticall... 3. Conversation Builder Bot Platform: Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The vi...

1. AI-generated content requires human review to ensure accuracy and brand voice consistency. 2. Initial setup and integration may require technical resources or onboarding support. 3. Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

LivePerson was founded in 1995. The company has raised Public company. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

LivePerson uses a enterprise pricing model. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Common use cases for LivePerson include: Conversational AI, Messaging channels. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Conversational AI with Intent Recognition and Intelligent Routing. LivePerson's core differentiator is its sophisticated ability to understand customer intent in real-time conversations and automatically route inquiries to the most appropriate resource—whether that's an AI-powered bot or a human agent with specific expertise. The platform leverages advanced Natural Language Understanding (NLU) trained on billions of real customer conversations to classify requests with over 90% accuracy. According to customer case studies published by LivePerson, this intelligent routing capability reduces average handle time by up to 40% while improving first-contact resolution rates. The system continuously learns from agent interactions to improve its classification accuracy, creating a virtuous cycle of automation improvement. Major enterprises like T-Mobile and HSBC have publicly credited this capability as transformational for their customer service operations.

LivePerson serves various industries including: Telecommunications, Financial Services, Retail and E-commerce, Travel and Hospitality, Healthcare. LivePerson has deep expertise in telecommunications, serving major carriers including T-Mobile, Vodafone, and Orange. Telecom companies use the platform to handle high volumes of customer inquiries about billing, service issues, plan changes, and technical support. The platform's ability to authenticate customers securely within messaging conversations is particularly valuable for account-related transactions. Proactive messaging capabilities help telecoms reduce inbound volume with service notifications and payment reminders.