What it is
LivePerson is an enterprise digital messaging and conversational AI platform, one of the longer-established names in the space.
What you'd use it for
You would use LivePerson to handle customer conversations across web, mobile, SMS, and social, blending bots, language models, and human agents in one platform.
Examples of use
A support line is busy with phone calls and customers are stuck on hold. The company moves the line onto messaging, so a customer can step away and pick the conversation back up later.
A telecom wants to support customers on WhatsApp and SMS. LivePerson runs those channels, with bots taking the routine questions and human agents the rest.
A customer asks a billing question on the website chat. A bot answers, and when the question gets specific the conversation moves to a person.
A team has built a new conversational AI flow. They test it in simulation first, so it is checked before it ever reaches a real customer.
Customers send direct messages on social media. LivePerson brings those into the same queue agents already use for chat.
A customer contacts a company on web, then on the app, then by SMS. LivePerson keeps one conversation history across all three, so nobody has to repeat themselves.
How it works
LivePerson runs its Conversational Cloud across messaging channels, mixing rule-based bots, language models, and human handoff. It has added a layer for simulating and testing conversational AI before launch.
How it compares
LivePerson is an established enterprise platform, in the tier of Cognigy and Kore.ai. Its history is in digital messaging and social care rather than the contact-centre voice stack.
What others say
A long-established, publicly traded vendor. It is widely covered in CX market reviews, though not a current Gartner Conversational AI Magic Quadrant Leader.