Definition

LivePerson

Contributor(s): Derek Walter

LivePerson is a software as a service (SaaS) provider that develops customer engagement and conversational commerce applications and platforms. Headquartered in New York City, LivePerson offers products that can be integrated with various messaging platforms to enable brands to create more conversational websites, mobile apps or communication channels.

Through a variety of messaging and AI-powered programs, LivePerson has various offerings for companies that want to implement a more streamlined communication channel with customers. A few tools that LivePerson has developed include pre-built chatbots that can handle FAQs and a call-to-message feature that minimizes call center hold time and missed calls.

LivePerson products can be used by marketing, sales and customer support teams. By making it easier to communicate with a customer using the channels they find most convenient, conversational commerce applications can identify potential buyers, provide consumers with specific information surrounding products or orders and reduce the amount of call center agents needed.

LivePerson products

LivePerson offers a range of conversational tools and features, but their primary products are:

  1. LiveEngage: This is a messaging channel integration that allows companies to create AI-powered chatbots that can answer messages directly from customers. Through a web-based workspace, companies can coordinate how conversations are handled and use a mixture of human and bot responses. LiveEngage is compatible with WhatsApp, Facebook Messenger, SMS, Line, RCS and Apple Business Chat.
  2. LivePerson Insights: This is a tool that inputs structured and unstructured customer chat transcripts and outputs business insights. It can provide customer service agents with customer sentiments, conversational health and performance KPIs.
This was last updated in March 2019

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