LivePerson Conversational Cloud review

LivePerson's Conversational Cloud is built around messaging and the people who answer it. Intent Manager builds and analyzes NLU intent models, Conversation Builder lets non-technical staff create bots and automated flows, and KnowledgeAI turns webpages, PDFs and FAQs into answers powered by large language models. Bots and human agents share a workspace, so handoffs keep context, and agents can label misunderstood intents. LivePerson also connects third-party bots from IBM Watson, Dialogflow, Amazon Lex and Microsoft, which helps if you already have bots elsewhere. Voice to Messaging moves IVR callers into messaging, and Analytics Studio reviews phone, SMS, email, web chat, social and video conversations. Plans come in Bronze, Silver and Gold tiers, all quote-based, and proactive messaging on WhatsApp and SMS is billed at provider rates plus a 15% handling fee. LivePerson's site states it has been acquired by SoundHound AI, so ask about the roadmap during evaluation.

Who it is for

Brands that run large messaging and chat operations and want bots and human agents in one workspace.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Intent Manager to build, test and analyze NLU intent models
• Conversation Builder for no-code bots and automated flows
• KnowledgeAI turns webpages, PDFs and FAQs into LLM-based answers
• Connectors for IBM Watson, Dialogflow, Amazon Lex and Microsoft bots
• Voice to Messaging moves IVR calls into messaging

Strengths and weaknesses

• Strength: Bots and human agents share one workspace with handoffs
• Strength: Analytics Studio covers phone, SMS, email, web chat, social and video
• Strength: Bring your own LLM and hallucination detection on higher tiers
• Weakness: Bronze, Silver and Gold tiers are quote-only
• Weakness: Messaging channels carry provider rates plus a 15% handling fee
• Weakness: Ownership change to SoundHound AI may affect the roadmap

Key facts

• Plans: Bronze, Silver, Gold (quote-based)
• Owner: SoundHound AI
• Third-party bots: IBM Watson, Dialogflow, Amazon Lex, Microsoft

Where it ranks

LivePerson Conversational Cloud is No. 7 in our Best Conversational AI Platforms verdict.