Software: LivePerson

Category: Conversational AI & Messaging Platform

Primary Use: AI-powered customer messaging, chatbots, and customer engagement

Developer: LivePerson, Inc.

Starting Price: Custom pricing (enterprise quote-based model)

Free Trial/Plan: Demo available upon request

Platform: Web-based (cloud)

Official Website: liveperson.com

LivePerson is a cloud-based conversational AI platform designed to help enterprises manage customer communication through messaging channels. The software enables businesses to deploy chatbots, automate conversations, and provide live agent support across web, mobile, and messaging apps.

What Is LivePerson?

LivePerson is an enterprise conversational AI and messaging platform founded in 1995. The company provides tools that allow organizations to engage customers through digital channels such as website chat, mobile apps, SMS, and social messaging platforms.

The platform combines AI-driven chatbots with live human agents, enabling businesses to automate customer service and sales conversations while maintaining human oversight when needed. LivePerson focuses on supporting large-scale, enterprise communication workflows.

The system operates entirely as a SaaS platform and integrates with CRM, customer support, and enterprise software systems.

Who Uses LivePerson?

Common User Groups

LivePerson is primarily used by:

  • Enterprise organizations
  • Financial services companies
  • Telecommunications providers
  • Retail and ecommerce enterprises
  • Customer service departments
  • Contact center teams

The platform is designed for large-scale customer engagement operations.

Typical Use Cases

Customer service automation

Businesses deploy AI chatbots to handle common customer inquiries.

Live agent messaging

Support teams communicate with customers through web and mobile chat.

Sales engagement

Organizations use messaging to assist customers during purchasing journeys.

Omnichannel support

Companies manage conversations across multiple digital channels.

Contact center modernization

Enterprises integrate messaging into existing contact center systems.

Core Features

Conversational AI & Chatbots

What it does:

LivePerson provides AI-powered chatbots to automate customer interactions.

How users typically use it:

Businesses design automated conversation flows to answer FAQs or route inquiries.

Key capabilities:

  • AI-driven chatbot builder
  • Natural language processing (NLP)
  • Intent recognition
  • Automated responses
  • Escalation to live agents

Chatbots support scalable customer service automation.

Live Messaging Platform

What it does:

The platform enables real-time messaging between customers and agents.

How users typically use it:

Agents respond to customer inquiries through a centralized dashboard.

Key capabilities:

  • Web chat
  • Mobile messaging
  • SMS support
  • Messaging app integration
  • Agent routing and queue management

Messaging tools support real-time digital communication.

Omnichannel Integration

What it does:

LivePerson consolidates customer interactions across channels.

How users typically use it:

Organizations manage conversations from multiple messaging platforms in one interface.

Key capabilities:

  • WhatsApp integration
  • Facebook Messenger integration
  • Apple Business Chat support
  • SMS messaging
  • In-app messaging

Omnichannel tools centralize digital engagement.

AI Insights & Analytics

What it does:

LivePerson provides analytics tools for monitoring conversation performance.

How users typically use it:

Managers track conversation volume, resolution rates, and customer satisfaction metrics.

Key capabilities:

  • Conversation analytics dashboards
  • AI performance monitoring
  • Customer sentiment analysis
  • Reporting and exports
  • Operational metrics tracking

Analytics support performance evaluation and optimization.

Workforce & Agent Management

What it does:

The platform includes tools for managing support teams.

How users typically use it:

Supervisors monitor agent productivity and manage routing rules.

Key capabilities:

  • Agent performance tracking
  • Role-based permissions
  • Queue management
  • Workload balancing
  • Team reporting tools

These features support structured contact center workflows.

Enterprise Integrations

What it does:

LivePerson integrates with enterprise systems.

How users typically use it:

Organizations connect CRM and helpdesk systems to messaging workflows.

Key capabilities:

  • Salesforce integration
  • Zendesk integration
  • Oracle integration
  • SAP connectivity
  • API access

Enterprise integrations allow seamless data synchronization.

Integrations and Compatibility

Messaging Channel Integrations

LivePerson supports:

  • WhatsApp
  • Facebook Messenger
  • Apple Messages for Business
  • SMS
  • Web chat
  • Mobile apps

Feature availability may depend on enterprise configuration.

CRM & Contact Center Integrations

The platform integrates with:

  • Salesforce
  • Zendesk
  • Oracle
  • Microsoft Dynamics
  • ServiceNow

API and custom integrations are available for enterprise deployments.

Platform Availability

  • Web-based SaaS platform
  • Cloud-hosted infrastructure
  • Enterprise-grade security
  • Accessible via modern browsers

No desktop installation is required for end users.

Pricing Structure

LivePerson uses a custom pricing model based on enterprise requirements.

Pricing Model

  • Quote-based subscription
  • Pricing varies by conversation volume
  • Pricing varies by number of agents
  • AI usage may affect cost
  • Enterprise contracts typically required

Pricing details are provided through direct consultation with the company.

Billing Options

  • Annual contracts
  • Multi-year enterprise agreements
  • Custom onboarding packages

Advantages and Limitations

Notable Advantages

  • Enterprise-focused conversational AI
  • Omnichannel messaging support
  • AI-driven chatbot automation
  • CRM and contact center integrations
  • Scalable infrastructure

Potential Limitations

  • Custom pricing (not publicly listed)
  • Designed primarily for large enterprises
  • Implementation may require technical resources
  • Advanced configuration complexity

Alternatives to LivePerson

Several platforms provide similar conversational AI and messaging functionality.

Intercom

Offers customer messaging and support tools.

Zendesk Messaging

Provides customer support chat solutions.

Drift

Focuses on conversational marketing and sales chat.

Genesys Cloud CX

Supports enterprise contact center operations.

These platforms support comparable digital customer engagement workflows.

Frequently Asked Questions

What does LivePerson do?

LivePerson is a conversational AI platform that enables enterprises to manage customer messaging and chatbot automation.

Is LivePerson cloud-based?

Yes. It operates as a web-based SaaS platform.

Does LivePerson offer public pricing?

No. Pricing is provided through custom enterprise quotes.

Which channels does LivePerson support?

It supports web chat, SMS, WhatsApp, Facebook Messenger, and other messaging platforms.

Who typically uses LivePerson?

Large enterprises and contact center teams commonly use the platform.

Key Takeaways

LivePerson is a cloud-based conversational AI platform designed for enterprise customer engagement. The software provides chatbot automation, live messaging, omnichannel support, analytics, and CRM integrations. Pricing is customized based on organizational size and messaging volume, with solutions tailored to large-scale contact center environments.