LivePerson
LivePerson is a Conversational AI platform designed for businesses to streamline customer experiences and communicate effectively. This pla...
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What is LivePerson?
LivePerson is the enterprise leader in predictable conversational AI, providing a platform that helps brands design, simulate, validate, and continuously improve AI agent and human agent conversations. The platform enables customers to get answers faster through orchestrated AI and human agents across every channel, including voice and messaging. LivePerson's Conversational Cloud powers nearly 1 billion conversational interactions monthly, making their AI more accurate than competitors.
Key features include Syntrix for simulating thousands of real customer interactions to validate AI agents, Conversation Builder for creating chatbots with no code needed, Intent Manager for matching and optimizing consumer intents, Conversation Orchestrator for dynamic routing, KnowledgeAI for intelligent answers leveraging brand content, and Conversation Assist for recommended answers to agents. The platform offers functions-as-a-service (FaaS) for custom code integration with APIs and CRMs, unified conversational analytics across voice and messaging, and generative AI tools to boost productivity.
LivePerson is designed for modern customer CX leaders, enterprise brands, and contact center operations. The platform serves every major industry across the world, from banking to automotive to retail. It's ideal for organizations seeking to move CX from a cost center to a growth engine, driving revenue, increasing loyalty, and uncovering insights. The open platform connects channels, systems, and AI models without requiring rip-and-replace, making it perfect for traditional enterprises with existing infrastructure.
LivePerson pricing
Pricing model: Paid
LivePerson pricing is not publicly disclosed. The company requires customers to request a quote, with cost determined by resolutions. Payment options include pay-as-you-go or annual plans. Annual plans receive a 20% discount. Volume pricing is available for teams over 100 users. Some sources indicate starting prices around $40/user/month with a 45-day trial period, and a Professional plan at $29/mo with advanced features, increased limits, priority support, and API access. Enterprise plans offer custom pricing with unlimited usage, dedicated support, SLA guarantees, and custom integrations. A free plan exists for individuals and small teams with basic features and limited usage.
LivePerson pros
- Predictable AI with test and validate before customer exposure
- 90% automation rate for conversational interactions
- 30% reduction in operating costs
- 25% customer satisfaction boost
- 30% reduction in agent ramp time
- 60% faster AI agent testing
- No code needed for Conversation Builder chatbot creation
- Bring your own LLM without rip-and-replace
- Enterprise-grade security with GDPR, HIPAA, PCI DSS compliance
- Handles over 1 billion messages monthly with proven scalability
- Open platform integrating with CRMs and external systems
- Unified analytics across voice and messaging channels
- Syntrix simulates thousands of real customer interactions
- Human agents step in when it matters most
- 2x uptick in employee efficiency
- 10X conversions vs traditional digital
- 50% decrease in agent attrition rates
- Generative AI converts webpages, PDFs, FAQs to interactive agents
- Multi-channel support including SMS, WhatsApp, and voice
- Agents can review, edit, approve AI responses before sending
LivePerson cons
- Pricing not publicly available, requires quote request
- Cost determined by resolutions, not transparent upfront
- Salesforce connector only supports messaging, not voice
- No native Live Chat support, only web messaging
- Conversational Cloud does not permit multiple logins per agent
- Agent can belong to only one call center in Salesforce
- Messaging Agent SDK is deprecated
- Some APIs in beta or early adoption status
- Volume pricing complexity for teams over 100 users
- Requires quote request rather than self-service pricing
Frequently asked questions about LivePerson
What is LivePerson's primary platform?
LivePerson's primary platform is the Conversational Cloud, a software platform that allows consumers to message with brands. It powers nearly 1 billion conversational interactions each month and is the leading conversational AI platform for creating highly personalized, connected customer experiences across voice and messaging.
What makes LivePerson's AI predictable?
LivePerson's AI is predictable because it allows brands to design, simulate, validate, and continuously improve AI agent and human agent conversations before they reach customers. Through Syntrix, companies can simulate thousands of real customer interactions to validate AI agents and train contact center agents before they ever interact with a customer, resulting in fewer surprises and less risk.
Can I bring my own LLM to LivePerson?
Yes, LivePerson allows you to bring your own LLM (Large Language Model) without needing to rip and replace your existing systems. The open platform connects your channels, systems, and the AI models you choose, making them work together seamlessly and securely.
What channels does LivePerson support?
LivePerson supports multiple communication channels including SMS, WhatsApp, voice, web messaging, and other key channels. The platform orchestrates AI and human agents across every channel, bringing voice and messaging conversations seamlessly together through best-of-bond integrations, AI, and analytics.
What is Syntrix?
Syntrix is LivePerson's simulation tool that allows brands to simulate thousands of real customer interactions to validate AI agents and train contact center agents before they ever interact with a customer. This helps ensure AI agents are ready before customers say 'Hi' and enables 60% faster AI agent testing.
How does Conversation Builder work?
Conversation Builder is LivePerson's no-code tool for creating chatbots and automated flows. Using Conversation Builder, you can create a chatbot and automated flows with no code needed. It works with the Conversational Cloud and integrates with other LivePerson services like Dynamic Routing and Conversation Manager.
What is LivePerson Functions?
LivePerson Functions is a functions-as-a-service (FaaS) capability that listens for conversational events and executes customized tasks based on a brand's specific requirements. It integrates with APIs to retrieve or write data to CRMs and other external systems. You choose a function from a predefined list, customize the code in the template, deploy to LivePerson servers, and the function triggers when a specific outcome occurs.
Is LivePerson compliant with data regulations?
Yes, LivePerson maintains compliance with major regulations including GDPR, HIPAA, and PCI DSS. The platform offers robust enterprise-grade data security while handling over a billion messages a month with proven scalability.
What analytics does LivePerson provide?
LivePerson provides unified conversational analytics that fully unlocks conversation data across voice and messaging to generate deep insights. The platform turns conversation data into clear, practical insights that improve both AI and live agent performance, showing what's working, what's not, and where to drive measurable ROI. Key metrics include automation containment rates, customer satisfaction, agent attrition, and employee efficiency.
Can agents review AI responses before sending?
Yes, agents can easily stay in the loop to review, edit, and approve AI responses before they are sent. This feature empowers agents to provide unified and efficient customer experiences across any channel while improving agent tools and providing context in real-time.