AI TOOL PROFILE
LivePerson Conversational AI Platform
- Customer Support
- AI Chatbot
- Enterprise companies
- Large customer support teams
- Organizations with high-volume messaging needs
- Businesses requiring HIPAA or GDPR compliance
Pricing
Pricing is available via request-for-quote. The company offers Bronze, Silver, and Gold plans based on the required level of automation and analytics.
At a glance
- Best for
- Enterprise companies, Large customer support teams, Organizations with high-volume messaging needs, Businesses requiring HIPAA or GDPR compliance
- Key use cases
- Digital Customer Service, Conversational Commerce, Retail Support, Healthcare Experience
- Integrations
- Salesforce, Zendesk, IBM Watson, Google Dialogflow, Amazon Lex
- Official website
- Visit Liveperson Knowledge Articles Import official website
How AI is used
LivePerson is a conversational AI platform designed for customer interactions across web, app, SMS, and voice channels. The system helps identify customer intent to determine if a conversation can be handled by a bot or should be routed to a human agent.
The platform includes tools for AI agent testing and validation to help ensure responses are reliable before deployment. It supports a "bring your own LLM" approach, which may help businesses integrate their own large language models for more control over compliance and costs.
Buyers should note that this tool is tailored for enterprise environments. Because it is designed for scale, setup and management may require technical resources and conversational design expertise.
Key Features
Intent Identification
Uses NLU to identify the reason a customer is reaching out to route them to the appropriate bot or agent.
Syntrix
A tool used for simulating customer interactions to test and validate AI agent performance.
KnowledgeAI
Supports the use of existing knowledge bases, CRMs, and CMSs to provide answers to common questions.
Voice AI
Provides AI-powered voice bots for phone-based support and appointment scheduling.
Bring Your Own LLM
Allows the integration of a company's own large language models for control over compliance and cost.
Unified Analytics
A dashboard for tracking sentiments, intents, and bot performance across channels.
Use Cases
Digital Customer Service
Helping transition customer inquiries from phone calls to digital messaging channels.
Conversational Commerce
Using AI to assist customers with order tracking, product recommendations, and payment configuration.
Retail Support
Automating routine retail interactions such as shipping updates and return processing.
Healthcare Experience
Supporting patient interactions while maintaining HIPAA compliance.
Integrations
- Salesforce
- Zendesk
- IBM Watson
- Google Dialogflow
- Amazon Lex
- Microsoft bots
FAQ
Who is LivePerson best for?
- LivePerson is designed for enterprise-level companies and large customer support teams that need to scale interactions across digital and voice channels.
How does LivePerson handle data security?
- The platform is compliant with GDPR, HIPAA, and PCI DSS 4.0, and it undergoes regular vulnerability testing.
What are the pricing options for LivePerson?
- Pricing is not listed publicly and requires a quote. Bronze, Silver, and Gold tiers are available based on the features and AI sophistication required.
Source category: Customer Support
Source subcategory: AI Chatbot
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