LivePerson helps brands deliver helpful, scalable conversations customers trust. Design journeys that route between AI and agents, keep context across channels, and handle payments and verification securely. Use knowledge and intent models to answer precisely, escalate with full history, and measure CSAT and revenue impact. Connect CRM, contact center, and ecommerce so support and sales operate on one continuous thread from discovery to resolution. Templates keep legal and brand standards aligned.
Engage on web chat, in-app, SMS, WhatsApp, Apple Messages for Business, and voice with consistent identity and context. Conversations pause and resume without losing history between devices. Channel-specific capabilities—rich cards, quick replies, and carousels—improve guidance while matching brand style and accessibility. Adaptive throttles keep latency low during peaks, and continuity tokens reattach history even when a user switches devices midstream.
Route intents to the best bot or queue, blend automation with experts, and pass transcripts, entities, and consent downstream. Supervisors watch flows and step in when signals show risk or confusion. Guardrails constrain generations to vetted sources, and fallback playbooks ensure complex cases reach specialists quickly. Supervisors can shadow sessions with consent and test changes safely in simulation, while escalation considers sentiment and business value to prioritize care.
Ground answers in policies, product data, and order info; personalize with account status, locale, and purchase history. Continuous learning improves coverage while tone stays on-brand. Versioned knowledge and A/B tests compare responses safely, and suggestions highlight gaps so writers invest where impact is largest. Answers cite documents inline so auditors verify provenance; preferences and regional rules are honored reliably across channels without manual checks.
Complete purchases inside the conversation with secure payments, quotes, and signatures. Verification and fraud checks protect high-risk steps without breaking the experience. PCI-ready flows and redaction keep sensitive fields out of logs, and audit trails record actions for compliance. Strong authentication balances friction and risk, step-up checks trigger only when needed, and chargeback artifacts bundle consent and timestamps to resolve disputes faster.
Track intent containment, CSAT, handle time, and revenue attribution; calibrate quality with annotation and rubrics. SSO, roles, retention, and region settings meet governance needs. Drill-downs reveal underperforming intents, and sampling routes examples to reviewers who can patch knowledge immediately. Exports feed BI securely, and alerts flag drift before metrics slip. Role-scoped exports keep sensitive fields controlled, and regional routing enforces data residency.
Recommended for enterprise support, sales, and care teams handling high volume across regions. LivePerson unifies channels, orchestrates AI with human expertise, and ties outcomes to CRM and ecommerce. Leaders see clear accountability, and customers get quick, accurate answers without repeating details—improving satisfaction and conversion. Ops teams coordinate staffing by queue and region, reducing backlog during peaks without sacrificing response quality or brand voice.
Disconnected chat tools, siloed bots, and phone-first processes create friction and cost. LivePerson centralizes messaging, knowledge, and automation with governed guardrails and verified handoffs. The result is faster resolution, higher containment, and measurable revenue impact because conversations stay grounded in data and policy. Leaders act on trustworthy metrics instead of anecdotes, while customers enjoy continuity that feels respectful and genuinely helpful.
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