Liveperson

What is LivePerson

LivePerson is an enterprise conversational AI platform focused on customer engagement across messaging and voice channels. The platform combines conversational bots, agent-assist capabilities, orchestration across multiple AI models, and analytics to help organizations manage large volumes of customer interactions while keeping data and integrations centralized. LivePerson is aimed at mid-market and large enterprises in industries such as retail, banking, telecommunications, healthcare, and technology.

As a platform, LivePerson emphasizes integration with existing contact center systems, the ability to bring your own LLM (BYO AI), and enterprise-grade security and compliance controls. It supports omnichannel messaging, voice conversational flows, analytics that surface conversational insights, and routing to human agents when necessary. Organizations that prioritize measurable outcomes — cost per interaction, customer satisfaction (CSAT), automation rate, and conversion lift — typically evaluate LivePerson.

LivePerson is commonly evaluated alongside other conversational platform vendors for large-scale deployments because it focuses on orchestrating AI, humans, and business systems rather than providing a standalone consumer chatbot. Detailed technical documentation, case studies, and enterprise security claims are available through LivePerson’s official resources and case study pages.

LivePerson features

What does LivePerson do?

LivePerson helps companies build and operate conversational experiences that combine automated responses, agent workflows, and analytics. Key capabilities include:

• Omnichannel messaging and voice handling that unifies conversations across web chat, SMS, WhatsApp, Apple Business Chat, and telephony.
• AI orchestration that lets teams route queries to different models or business rules and support BYO LLMs for specific use cases.
• Agent-assist tools that provide suggested responses, knowledge retrieval, and workflow automation to increase agent throughput.
• Conversational analytics that turn message logs into insights about intent, escalation points, revenue opportunities, and compliance risks.

The platform also includes workflow automation for routine tasks (order lookups, password resets, refunds) and integrations for CRM, ticketing, payment processing, and identity systems. Customers use LivePerson to reduce manual handling, increase self-service rates, and provide contextual handoff to human agents when automation reaches its limits.

Beyond core conversation handling, LivePerson provides orchestration tooling to define business rules, measure KPIs across channels, and iterate conversational flows. The platform is built to support enterprise requirements such as multitenancy, role-based access, data residency controls, and audit logging.

LivePerson pricing

LivePerson offers flexible pricing tailored to different business needs, from pilot deployments to global enterprise rollouts. Pricing is typically structured around conversation volumes, channels used (voice vs messaging), the level of automation and analytics required, and any professional services for setup and integrations. Many enterprise conversational platforms offer both subscription and usage-based components.

• Free Plan: LivePerson does not publish a public fully-featured free tier for enterprise conversational AI; pilot programs and limited trials are commonly negotiated with sales.
• Starter: Entry-level deployments for small teams or pilots are usually priced with modest monthly or annual fees plus conversation-based usage charges; exact figures vary by scope and channel mix. Typical comparable chat platforms often have entry options in the low hundreds per month for small deployments, though enterprise conversational AI usually costs more once integrations and LLM orchestration are included.
• Professional: Mid-market packages generally include higher automation quotas, analytics, and standard integrations; pricing is quoted based on usage and seat counts.
• Enterprise: Large-scale deployments with SLAs, advanced security, multiregional deployments, and professional services are quoted annually and may include volume discounts.

Organizations evaluating LivePerson should expect to receive a bespoke quote that reflects channel mix (voice is usually higher cost than messaging), expected monthly conversation volume, and integration complexity. For supporting evidence of LivePerson’s value claims and customer metrics, see their customer success documentation and reports on conversational outcomes such as automation rate and CSAT in LivePerson’s resources and case studies.

Visit their official pricing page for the most current information.

How much is LivePerson per month

LivePerson offers competitive enterprise pricing that varies by deployment size and channel mix. Monthly costs depend on the number of conversations, the inclusion of voice channels, agent seats, and add-on services such as advanced analytics or dedicated support. Small pilots may be billed on a monthly basis, while larger enterprise contracts are typically arranged annually and converted to monthly-equivalent spend for budgeting.

How much is LivePerson per year

LivePerson pricing is usually quoted annually for enterprise customers. Annual contracts include services, support tiers, platform access, and sometimes professional services for onboarding and integrations. Pricing is negotiated per account and will reflect volume discounts for larger commitments; prospective customers should request an annual quote from LivePerson for precise figures.

How much is LivePerson in general

LivePerson pricing ranges from small pilot costs up to enterprise-scale annual contracts. The actual price range depends on channel mix (messaging vs voice), conversation volumes, the use of BYO LLMs, and required integrations. Enterprises should budget for platform access, conversation usage fees, potential per-agent seats, and implementation professional services; specific numbers require a formal quote.

What is LivePerson used for

LivePerson is used to automate customer conversations, augment human agents, and produce analytics that tie conversational interactions to business KPIs. Common use cases include:

• Customer support and ticket deflection through automated answers and guided workflows.
• Conversational commerce where customers discover, configure, and purchase products inside messaging experiences.
• Lead qualification and routing for sales teams, integrating conversation signals into CRM records.
• Payment and account management flows that require secure interactions and PCI-compliant handling for transactions.

Organizations use LivePerson to reduce average handle time, increase self-service rates, and provide consistent cross-channel responses. The platform also supports compliance-sensitive industries by offering controls needed for GDPR, HIPAA, and PCI-DSS adherence when configured for specific data handling requirements.

Pros and cons of LivePerson

Pros:

• Scalable orchestration for both messaging and voice channels, suitable for high-volume enterprise use.
• BYO LLM support that lets teams plug in specialized models for vertical-specific language or proprietary knowledge.
• Agent-assist features that increase agent throughput and reduce repetitive work.
• Enterprise-grade security and compliance features with claims of handling billions of conversations monthly and adherence to common standards.

Cons:

• Enterprise focus means pricing and contracts can be substantial compared with lightweight chat tools built for small teams.
• Implementation and integration work may be required to connect LivePerson to legacy contact center and backend systems; projects can need professional services.
• For organizations that want a fully self-managed open source solution, LivePerson is a commercial product and not an open source codebase.

Operational considerations include the need for governance of AI models, data residency decisions, and continuous testing to avoid conversational errors or hallucinations. Organizations should plan for ongoing conversational tuning and analytics review cycles.

LivePerson free trial

LivePerson commonly offers pilot programs and demo environments for prospective enterprise customers. These pilots are designed to validate conversational flows, integrate with a subset of backend systems, and measure early KPIs such as automation rate and CSAT improvements.

Pilots typically last a few weeks to a few months and include a limited set of channels and use cases. During a pilot, teams can evaluate LivePerson’s orchestration capabilities, agent assist workflows, and analytics dashboards. For many customers, pilots are the practical way to prove ROI before signing a full enterprise contract.

To start a pilot or demo, contact LivePerson’s sales or request a trial through their resources pages; the company frequently pairs pilots with professional services for quicker onboarding. Check LivePerson’s resource center for case studies and pilot program descriptions.

Is LivePerson free

No — LivePerson does not provide a permanent free tier for enterprise use in the way consumer chat tools do. The platform does offer pilot or trial programs for evaluation and proof-of-concept work, and pricing is typically negotiated. Organizations seeking free entry-level chat tools for personal use may consider lightweight alternatives or open source options instead.

LivePerson API

LivePerson provides APIs and SDKs to integrate conversational functionality with backend systems, CRM platforms, and custom applications. The API surface typically includes endpoints for sending and receiving messages, managing conversation state, retrieving analytics, and invoking orchestration rules. SDKs exist for web, mobile, and server-side integrations to embed chat widgets and connect messaging channels.

API capabilities also extend to agent tooling and analytics extraction so developers can build custom dashboards, alerts, and data pipelines. For teams that bring their own LLM, APIs enable model routing and policy enforcement so conversational logic can call out to external model endpoints securely.

Developers working with LivePerson should review their developer documentation and SDKs for rate limits, authentication patterns (OAuth or API keys), and recommended patterns for secure token handling in production. LivePerson’s developer portal and technical documentation describe supported channels, message formats, webhook patterns, and error handling semantics.

10 LivePerson alternatives

Below are paid and open source alternatives to LivePerson, organized to help teams compare options by functionality, scale, and deployment model.

Paid alternatives to LivePerson

• Zendesk — Customer service platform with a messaging suite and support for bots and Answer Bot; strong ticketing and helpdesk integration.
• Genesys — Comprehensive contact center and conversational AI offerings that cover omnichannel routing, workforce optimization, and analytics for large enterprises.
• Intercom — Conversational support and product messaging platform focused on in-app and web messaging, with automation and product-led growth use cases.
• Drift — Conversational marketing and sales automation platform that prioritizes lead qualification and routing for revenue teams.
• Ada — AI-first customer service automation platform specializing in no-code bot building for customer support at scale.
• Nuance (Microsoft) — Speech and conversational AI with strong voice capabilities and enterprise contact center integration.
• Kore.ai — Enterprise conversational AI platform with bot building, orchestration, and industry-specific templates.

Open source alternatives to LivePerson

• Rasa — Open source framework for building conversational assistants with customizable NLU, dialogue management, and integrations.
• Botpress — Developer-friendly open source bot-building platform with a visual flow builder and modular architecture.
• Chatwoot — Open source customer engagement suite that supports messaging, shared inboxes, and basic automation.
• Rocket.Chat — Open source communication platform that can be extended with bots and integrations for conversational workflows.

Each paid alternative above serves different buyer needs: Zendesk and Intercom suit support and product teams, Genesys and Nuance target enterprise contact center modernization, and Ada or Drift focus on automation for support and revenue. Open source options require developer resources but offer full control over data and deployment.

Frequently asked questions about LivePerson

What is LivePerson used for?

LivePerson is used for enterprise conversational AI and omnichannel customer engagement. Organizations deploy it to automate routine customer interactions, assist human agents, route conversations across channels, and extract analytics that relate conversations to KPIs such as CSAT and conversion rates. It is commonly used in customer support, conversational commerce, and contact center augmentation.

How does LivePerson integrate with contact center systems?

LivePerson integrates with contact center and CRM systems through APIs and connectors. Integration patterns include session routing to legacy ACDs, synchronizing customer records with CRM (e.g., Salesforce), and using middleware to ensure consistent context across channels. Professional services are commonly used for complex integrations.

Does LivePerson support voice channels?

Yes, LivePerson supports both messaging and voice channels. The platform can orchestrate voice interactions alongside digital messaging, enabling unified conversation histories and consistent handoffs between AI and live agents across channel types.

Can LivePerson use external language models (BYO LLM)?

Yes, LivePerson supports BYO LLM and AI orchestration. It allows enterprises to route conversational queries to internal or third-party models while applying business rules, safety filters, and context retrieval to produce reliable responses.

Is LivePerson secure and compliant for regulated industries?

Yes, LivePerson offers enterprise-grade security controls and compliance features. The company states support for common frameworks and compliance regimes; deployments in regulated industries typically require configuration for data residency, encryption, access controls, and audit logging to meet GDPR, HIPAA, or PCI-DSS requirements.

How quickly can you deploy LivePerson?

Deployment time varies but pilot programs can be deployed in days to weeks. Small pilots that target a single channel and use case can be stood up quickly, while full enterprise rollouts with multiple channels, integrations, and governance typically take longer and often involve professional services.

What kinds of ROI can businesses expect from LivePerson?

ROI depends on use case, but LivePerson customers frequently report reductions in operating costs and increases in automation rates. Public case studies and resource pages provide examples such as decreased agent workload, higher self-service rates, and measurable lifts in CSAT and conversions; prospective customers should request case-specific projections during scoping.

Where can I find LivePerson reviews?

LivePerson reviews are available on industry review sites and vendor resources. Common places to read verified customer feedback include technology directories, analyst reports such as the Gartner Magic Quadrant, and LivePerson’s own customer case studies and testimonials.

Does LivePerson offer an API for developers?

Yes, LivePerson provides APIs and SDKs for integrating messaging, analytics, and orchestration. The developer portal includes documentation for message exchange, webhooks, authentication, and best practices for secure production deployments.

Are there training and support resources for LivePerson?

Yes, LivePerson provides documentation, community resources, and professional services for onboarding. Support levels and access to dedicated customer success resources vary by contract and plan; enterprise agreements typically include higher-touch support and onboarding assistance.

LivePerson careers

LivePerson hires across engineering, product, sales, professional services, and customer success roles to support enterprise deployments and continuous product development. Typical openings include conversational designers, machine learning engineers, software engineers, solutions architects, and implementation consultants. Candidates interested in AI and customer experience at scale will find roles that involve integrating models, deploying at scale, and working with regulated industry customers.

LivePerson also lists positions for domain specialists such as compliance officers and customer success managers who focus on onboarding, governance, and measurable outcomes for enterprise accounts. Check LivePerson’s careers pages and professional networks for current openings and role descriptions.

LivePerson affiliate

LivePerson operates through a partner and reseller ecosystem that includes systems integrators, contact center vendors, and technology partners who implement and resell their platform. For affiliate-style partnerships, companies typically engage via the LivePerson partner program to become certified implementation partners, technology partners for integrations, or resellers for regional coverage.

If you represent an agency, system integrator, or technology vendor, contact LivePerson’s partner program to learn partner tiers, revenue arrangements, and certification requirements. Partner pages detail onboarding, enablement, and co-selling opportunities.

Where to find LivePerson reviews

You can find reviews and third-party evaluations of LivePerson on industry analyst reports, customer review platforms, and LivePerson’s own resources:

• Technology review platforms provide verified customer ratings and feature comparisons.
• Analyst reports like the Gartner Magic Quadrant and Forrester Wave include comparative scoring and vendor strengths and weaknesses; LivePerson has published recognitions and press related to these reports.
• LivePerson’s case studies and resources page contains customer outcomes and implementation details that support claims about automation rates and CSAT improvements.

For the most current third-party evaluations, consult analyst publications and major software review websites, and cross-reference vendor case studies for concrete metrics.