LivePerson

LivePerson has been in the customer conversation business since 1995, making it one of the oldest players in what is now called conversational AI. The platform has evolved from a live chat tool into a full-stack AI conversation platform centered on its Conversational Cloud.

The product serves large enterprises running high-volume customer support operations. Think telecom providers handling millions of support interactions per month, or banks allowing customers to check balances and dispute charges via WhatsApp. LivePerson's strength is in omnichannel orchestration: routing conversations across web chat, messaging apps, and agent desktops, with AI handling what it can and escalating to humans when needed.

Core capabilities include AI-powered intent detection that classifies customer intents from conversation history and routes accordingly. As of 2024-2025, LivePerson has integrated large language model capabilities for drafting agent responses and summarizing conversations. The platform also includes voice AI integration connecting digital and phone channels, real-time agent assist with suggestions based on conversation context, and analytics covering intent dashboards, CSAT tracking, and conversation volume metrics.

LivePerson uses a proprietary large language model called Bella alongside integrations with third-party models. The platform is designed around what the company calls the Curiously Human approach, aiming for AI interactions that feel natural and contextually appropriate rather than scripted.

Pricing is enterprise-only and negotiated, typically starting in the five-figures-per-year range depending on volume and channels. There is no self-serve or freemium option. LivePerson targets organizations with significant contact center operations; it is not appropriate for small businesses.

Competitors include Genesys, NICE CXone, Salesforce Service Cloud, and pure-play conversational AI platforms like Kore.ai.