LivePerson

What is LivePerson?

LivePerson is a conversational AI platform that orchestrates AI and human agents across messaging and voice channels for enterprise customer experience teams. The vendor states the platform processes over a billion messages per month while maintaining compliance with GDPR, HIPAA, and PCI DSS. Access requires requesting a demo from the vendor.

What are the features of LivePerson?

• AI agent simulation (Syntrix)

  Simulates thousands of real customer interactions to validate AI agents and train contact center agents before they interact with customers.
• Conversational analytics

  Analyzes conversation data across voice and messaging channels to generate insights into AI and live agent performance.
• Bring your own LLM

  Connects external large language models to the platform without requiring users to replace existing systems.
• Omnichannel orchestration

  Routes and manages both automated bot and human agent interactions across integrated messaging and voice channels.

What are the use cases of LivePerson?

• Healthcare communications

  Delivers secure, connected healthcare experiences using a platform the vendor states complies with HIPAA regulations.
• Contact center modernization

  Migrates traditional voice-based contact centers to an integrated digital messaging experience through CCaaS modernization.
• IT service management

  Streamlines internal IT support requests by automating responses and routing issues through the conversational platform.