LivePerson began with live chat and developed into a conversational platform. Brands use it to let customers message them on the channels they already use, with a mix of human agents and automated assistants. The platform manages the conversations, routes them to the right team, and records the data.
AI is central. Bots handle common requests, such as order status or billing questions, and hand off to agents when needed, and agent assist tools suggest responses. The company offers tools for building and managing assistants powered by large language models, with guardrails and analytics to check quality and compliance. Customers include banks, telecoms, and retailers.
LivePerson is sold on enterprise contracts and has been through a difficult financial period as the market shifted toward newer AI agent vendors. Competitors include Genesys, NICE, Sierra, Decagon, Kore.ai, and Intercom. LivePerson suits large companies that want messaging-first customer service with a mature platform.