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LivePerson
- Multiple AI products
- Great customer support
- Easy to track responses
- Integrates with other apps
- Must request pricing
- No mobile apps
Conversational Cloud by LivePerson is a live chat platform that works across a variety of mediums, including your website or mobile app, SMS, Email, and popular social media channels.
The robust suite of tools in the app makes it easy to create automated chatbots to handle thousands of front-line customer communications at once.
SMB Guide’s Verdict for LivePerson
We rateLivePerson 9 out of 10. It’s not a simple DIY chatbot, it is a robust AI chat and live agent messaging center designed to meet the needs of medium-sized to enterprise businesses.
It’s loaded with features, analytics, and cutting-edge communications. Here is what you need to know about LivePerson features, usability, and what users have to say.
SMB Guide utilizes a comprehensive set of evaluation criteria for reviewing software to keep our reviews unbiased for our readers. For more information, see our evaluation criteria.
Pricing & Plans
LivePerson pricing is not public. You’re asked to request a quote, and the cost is determined by resolutions. You can choose to pay as you go or pay by the year.
There are two pricing tiers, and I’ll cover the features for each.
Conversational cloud
LivePerson’s basic service is a feature-loaded chat box with a ton of automation, integrations, and AI-assisted conversation builder.
Price
- Unknown
Features
- VoiceBot
- Automations & AI
- Intent Manager
- Conversation Builder
- Conversation Orchestrator
- AI Annotator
- Agent & Supervisor Experience
- Multi-channel Agent Workspace
- Agent Manager Workspace
- Voice/Video
- Administrative Experience
- Management Console
- Create and manage users and skills
- Campaign Builder
- Messaging Channels
- Apple Messaging for Business
- App Messaging
- Google RCS Messaging (GRBM)
- Google Business Messaging
- KakaoTalk
- Line
- SMS
- Viber
- Web Messaging
- Workato
- Chat
- Co-Browse
- Content
- Secure Forms
- Administrative Experience
- Proactive Messaging
- Reporting & Analytics
- Analytics Builder
- Bot Analytics
- Meaningful Conversation Score (MCS)
- Advanced Analytics
- Meaningful Automated Conversation Score (MACS)
- Performance Optimizer
- Custom Analytics Builder
- Conversation Insights
- Data Transporter
- Conversation Assist
- Integrations & Developer Experience
- Integration Hub
- Functions
- 3rd Party Bot Connectors
- Access to 50+ Data, Connect & Customize APIs
- CRM Connectors
Who it’s for: Since the price is a mystery, it’s hard to say whether it’s affordable for small businesses. But the long list of services included makes it worthwhile to inquire, no matter what your business size.
Conversational cloud & generative AI
Again, the price is unknown. The Conversational Cloud & Generative AI package includes all of the above plus the Enterprise Generative AI Suite.
Price
- Unknown
Features
- Enterprise Generative AI Suite
- Conversation Autopilot: Voice Bot
- Conversation Autopilot: Messaging Bot
- Conversation Copilot: Conversation Assist
- Conversation Copilot: Summary
- Conversation Copilot: Generative Intent Training
Who it’s for: All the AI tools needed for large organizations to manage communications needs.
Real-Time Messaging & Canned Responses
Rule-based chatbots were once limited in possible responses. They had no method of determining user intent and responded with canned scripts tied to keywords.
LivePerson uses next-generation AI to evaluate user intent, provide accurate, comprehensive, more human-like answers, and route chats to appropriate bots or human agents.
While some scripting is still necessary, the AI feature uses responses to scripted chats to improve on its own, so even the scripted answers get better over time.
Live Chat AI & NLP
LivePerson uses Natural Language Processing (NLP) in almost any language and uses an advanced Generative AI to analyze user intent for more intuitive and useful answers.
Customizable Chat Widgets
LivePerson chat widgets offer a great deal of automated help with some interesting AI-assisted choices. For example, you can customize your bot’s voice by setting a pattern that starts with your hello.
To build natural rapport with visitors, your bot can engage in friendly small talk. Note: the small talk option is only available in English.
The possibilities are endless. Your bot can assist sales, upsell, take orders, reservations, and payments, address issues, and find answers to almost any question a visitor might ask.
And, of course, it can call in a live agent when necessary. Building your first bot is easy, but navigating is a little tricky at first.
To get started, click on Automate, the Conversation Builder. Already not intuitive. Why not “Build a ChatBot?” And what’s Intent Manager?
In the Conversation Builder, you choose a custom bot or a survey bot.
Next, you name your bot, add a description, and designate channel type and language. Create the bot, and then you can open the Dialogs panel and look at Welcome and Fallback text.
With your first simple bot ready to go, you can start customizing, add an agent, get an API key, and assign a skill and start a campaign.
If you’re thinking this is confusing, you’re not alone. What’s a skill? The example says “bot.”
Those are the basics. From there, you can change the language or voice, add behaviors, integrations, and more using these tabs:
- Dialogs & Patterns
- Intents
- Integrations
- Deploy the Bot
- Escalate to an Agent
A deeper dive into the knowledge base takes you to other features. For example, if you set up “Rich Messaging” you can push graphics and interactive content through messaging channels.
Answer product questions with suggestions containing images and links, an interactive map to your store, or links to helpdesk topics.
This is a Facebook bot with a product carousel and “add to cart” links that turn your FaceBook page into a direct selling tool.
LivePerson provides coding templates for different rich messaging scenarios and different channels. You can also customize your chat widget’s appearance using a variety of templates:
Visitor Tracking and Analytics
LivePerson’s dashboard offers a huge variety of chat and performance statistics, but there is a learning curve.
- Consumer Messaging History API
- Data Access API
- Engagement History API
- Messaging Interactions API
- Personal Data Deletion API
- Data Usage Audit API
- Agent Metrics API
- Messaging Operations API
- Operational Realtime API
- Outbound Configuration API
- Outbound Reporting API
- Key Messaging Metrics API
- Agent Activity API
- Actual Handle Time API
- Net Handle Time API
- Engagement Controller API
In the Agent Activity dashboard, you can check agent activity, logged-in time, cumulative engaged time, engagements per hour, revenue, and more.
The reporting feature delivers information in charts or list form.
User Interface and User Experience
From an end-user perspective, either agent or chat visitor, the chatbot operation looks simple and impressively featured.
Unlike most bots, though, this software setup is not for amateurs. They do provide a great deal of template code and API support documentation, but it looks pretty intimidating.
Integrations and Compatibility
LivePerson offers API support to connect with most popular apps and integrates seamlessly with:
- Salesforce Sales or Service Cloud
- Facebook Messenger
- Twilio SMS
- Apple Messages for Business
- Google RCS Business Messenger
- Google Business Messages
- WhatsApp Business
- LINE
- Viber
- WeChat Business
Setup your LivePerson AI chatbot to welcome and chat with visitors, book reservations, accept payments, and more across a variety of popular messaging channels.
Customer Support
While some customers complained about poor customer service in the past, current enterprise customers report great customer service.
Contact options are live messaging, open a ticket online, and Tenfold & VoiceBase support.
LivePerson — Unique Features
LivePerson’s Conversational Cloud & Generative AI represent advancements in AI and natural language chat capabilities.
Generative AI learns from knowledge bases and past conversations to improve answers in a very human-like way. AI works in real-time using advanced natural language understanding to interpret user intent and route conversations properly to agents or bots best equipped to answer, i.e. sales, service, or appointment setting.
What the Experts Say About LivePerson
- TrustRadius rating: 8.5/10 (34 reviews)
- Capterra rating: 4.3/5 (39 reviews)
- G2 rating: 4.2/5 (156 reviews)
LivePerson has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via LivePerson on our website.
Temitope E., Helpdesk Analyst – Verified Capterra review
The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.
Verified Reviewer, Senior Technical Support Associate – Verified Capterra review
LivePerson Alternatives
Is LivePerson the answer to your communication needs? Smaller businesses may need more user-friendly options. Here are some other popular AI-driven chatbots to consider.
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4.5
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4.0
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3.9
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Free - $95/user/mo
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Free
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$39/user/mo - $139/user/mo
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Freshchat
Freshchat is an AI-powered chatbot loaded with features, and it’s easy to set up and use. Freshchat’s higher-tier plans include a few unique features such as IntelliAssign – assignments automatically assigned to team members based on skills, performance, and load.
Freshchat offers a free version with limited features for up to 10 agents. Pricing tiers start at $19/month/per agent after a 21-day free trial.
Start your free trial of Freshchat today!
ChatSpot
ChatSpot and LivePerson offer similar types of AI chat platforms with built-in analytics and NLP support. However, ChatSpot is part of HubSpot’s integrated suite of tools, and LivePerson’s Communications Cloud is aligned with SalesForce tools.
If you are a SalesForce customer, LivePerson is a better fit.
Intercom
Intercom is a live chat option built to assist agent communications by dealing with FAQs with human operators overseeing chats to step in as needed.
The Intercom AI chatbot is bundled with a suite of integrated products for an all-in-one solution. While this is similar to LivePerson, it’s not a head-to-head comparison.
Intercom is more limited in scope but offers other integrated features not offered by LiveChat. Intercom plans that include their chatbot are priced per user, starting at $99/user/month plus $0.99 per verified chat or higher.
Other options: LivePerson Alternatives
Getting Started with LivePerson
LivePerson is a complex, interactive chatbot designed to integrate seamlessly with the most popular social media sites and your website.
If you’re looking for a big solution to handle a lot of users and conversations, LivePerson is a great fit.
FAQs
What makes LivePerson’s Conversational Cloud different?
Conversational Cloud is an AI-driven, dynamic approach to communications designed to deliver more human-like, personal, and informational conversations with visitors and customers.
What social media channels does LivePerson work on?
In addition to your own website, you can integrate LivePerson messaging with:
Facebook Messenger
Twilio SMS
Apple Messages for Business
Google RCS Business Messenger
Google Business Messages
WhatsApp Business
Instagram
Twitter
LINE
Viber
WeChat Business
Why manage conversations with LivePerson?
LivePerson offers several features other chat solutions don’t have, such as the Agent Workspace, with innovative tools and resources agents can use to provide comprehensive answers, pull in agents from other teams in real-time, and manage conversations across different channels.
Engage your customers with smarter conversations on any channel.
