LivePerson
Enterprise conversational AI platform for orchestrating AI and human agents across messaging, voice and digital channels.
By LivePerson · 4.0/5 verified-buyer score
Positioning guardrails
Best for
- Large enterprises with high messaging volume needing AI and human agents orchestrated across many channels
- Contact centers that must simulate and validate AI agents before customer launch
- Brands that want to bring their own LLM and avoid rip-and-replace of existing AI stacks
- Regulated businesses needing GDPR, HIPAA and PCI DSS aligned conversational infrastructure
Ideal size: 200+ contact center seats people · Enterprise contact center with dedicated CX, digital and IT owners
Not for
- Small teams wanting transparent self-serve pricing and same-day setup
- Buyers expecting a free tier or published per-seat list prices
- Companies with low conversation volume that do not need enterprise governance
- Teams without internal implementation or IT resources
Value metrics scorecard
Time-to-Value
2–3 months (typical enterprise rollout)
~60 days to first production value
Total Cost of Ownership
$0/yr
Starts at $0 · Tiered subscription (Bronze, Silver, Gold) quoted annually per site; messaging channels billed at provider rates plus a 15% handling fee
Implementation Friction
4/5
Engineering + admin effort required
Buyer Score
out of 5 · verified buyers
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Not published; agent, supervisor and site counts are scoped in a custom quote
Add-on costs
- Proactive Messaging: channels billed at provider rates plus a 15% handling fee; SMS gateway and phone number costs excluded
- Generative AI token entitlements quoted separately by sales
- Analytics Studio and Proactive Messaging entitlements require engagement with sales
Company & support
Who is behind LivePerson, and how your team gets help once it is live.
Company
- Founded
- 1995 · 31 yrs in business
- Headquarters
- Not recorded
How you get support
- PhoneNot listed
- EmailNot listed
- Live chatNot listed
- Support portal / ticketsNot listed
- Community forumAll plans
- Help centre / docsAll plans
- Dedicated account managerEnterprise only
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Not stated
Pricing tiers: Technical Support Standard on Bronze and Enhanced on Silver and Gold; Customer Success ranges from Community to Pooled CSM to Designated CSM. Knowledge Center and Community are public self-serve resources.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where LivePerson sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line.
Companies on the chart 6 / 10
- LivePerson
- Gainsight
- Seismic
- Zuora
- Narvar
- Act-On
Add or change companies
Up to 10 companies including LivePerson. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What LivePerson ships in AI, and what it asks of your ecosystem.
AI features shipped
Pricing page documents Copilot Summary, Copilot Assist and Copilot Rewrite, LivePerson NLU intent models with Conversation Builder, AI Annotator for flagging automation issues, and Hallucination Detection that checks AI responses against business data.
In your ecosystem
- AI connection
- Not supported
- Model key
- Bring your own key
- AI usage audit
- Basic visibility
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
LivePerson is an enterprise conversational AI platform for orchestrating AI and human agents across messaging, voice and digital channels. The Conversational Cloud covers bot building, NLU intent management, knowledge-based AI agents, generative AI copilots, analytics and Syntrix simulation for validating AI agents before launch. Pricing is quote-based across Bronze, Silver and Gold tiers, with usage-based messaging fees on top. Founded in 1995, it serves more than 18,000 brands and is being acquired by SoundHound AI.
Frequently asked questions
How is LivePerson priced?
Pricing is quote-based. LivePerson publishes three tiers — Bronze, Silver and Gold — with no list prices, and states there are minimal add-ons and no service fees. Messaging channels such as WhatsApp and SMS are billed at provider rates plus a 15% handling fee, and generative AI token entitlements are quoted separately by sales.
Can we use our own large language model?
Yes. The pricing page lists 'Bring your own LLM', letting customers integrate existing LLM models into agent-facing and consumer-facing capabilities for what LivePerson describes as enhanced control, compliance and cost management.
What compliance certifications does LivePerson hold?
Its security page cites SSAE 18 SOC 2 with HIPAA, ISO 27001, PCI DSS 4.0, GDPR, SOX and HITRUST, and states that it executes Business Associate Agreements with HIPAA-covered entities. FedRAMP is not claimed, which matters for US public sector work.
What support and customer success are included?
Support varies by tier: Standard technical support on Bronze and Enhanced on Silver and Gold. Customer success moves from Community on Bronze to a pooled CSM on Silver and a designated CSM on Gold. A public Knowledge Center and community are available to everyone.
Does LivePerson integrate with Salesforce and other systems?
Yes. Pricing lists CRM Connectors that embed the agent workspace inside Salesforce, over 50 data, connect and customize APIs, third-party bot connectors for IBM Watson, Google DialogFlow, Amazon Lex and Microsoft bots, and an integration hub with Workato-powered workflows.
How long does it take to get live?
LivePerson markets rapid time to value and tiered implementation, but publishes no implementation timeline. Expect a multi-month enterprise rollout: the value metrics here assume roughly two to three months to first production value given the quote-based scoping and implementation tiers.