About Conversational Cloud

LivePerson is a Conversational AI company leveraging more than 20 years of consumer intent data to power brand-to-consumer conversations. Using LivePerson’s Conversational Cloud, brands can move away from synchronous channels like voice and traditional live chat and engage with consumers on their time, in the channels they use every day like WhatsApp, Apple Business Chat, and many others. Whether a consumer is reaching out for product help, or a brand wants to start a proactive, two-way message about a sale or promotion, LivePerson’s Conversational AI allows brands to optimize sales, care, and marketing operations without sacrificing customer experience. Customers get a hyper-personalized experience, and brands get cost-saving efficiencies and improved customer LTV.

LivePerson’s cloud-based platform is accessible from any web browser, making for easy transitions in and out of remote work. The readily available suite of AI products includes an intent recognition and management platform, a low-code bot-building tool, a world-class NLU, and a robust analytics platform built on a first-of-its-kind, proprietary algorithm designed specifically to optimize messaging operations. Together, these tools and more enable brands to quickly automate high-volume inquiries and provide a consolidated view of the most popular two-way communication channels like Apple Business Chat, WhatsApp, social, SMS, email, and more.

LivePerson’s 18,000 global customers, including many Fortune 500 companies, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Conversational Cloud

LivePerson helps you to:

- Generate higher qualified leads that are 2.5x more likely to convert to sales.
- Increase average order value and online sales conversions by up to 20%.
- Reduce labor costs by 50%.
- Increase CSAT by up to 20%.
- Reach and interact with consumers via website, mobile app, SMS, Facebook Messenger, Instagram, WhatsApp, Apple Business Chat, and more — creating a more personalized digital experience.
- Detect consumer intents and identify which conversations to automate.
- Easily build and tune AI-powered chatbots with an intuitive low code point-and-click interface.
- Engage in proactive, two-way conversations with customers for sales, care, and marketing use cases.
- Benchmark, monitor, and optimize operational, marketing, sales, and customer care KPIs in real time.

Devices

Business size

S M L

Markets

United Arab Emirates, Australia, Brazil, Canada, Germany, Spain, France, United Kingdom, Ireland, Italy, Japan, Mexico, Netherlands, New Zealand, Singapore, Turkey, United States, South Africa

Supported Languages

English, Spanish

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Images

Conversational Cloud Software - LivePerson’s AI-powered chatbots can work with human agents across the world’s most popular messaging channels.
Conversational Cloud Software - Cut out unnecessary steps by offering two-way conversations in the channels people most prefer...no matter where they find you.
Conversational Cloud Software - About 70% of conversations on the LivePerson platform include automation to increase availability and efficiency.
Conversational Cloud Software - In a blind test of 100 training phrases, LivePerson’s NLU outperformed IBM Watson and Google DialogFlow in its ability to correctly identify unidentified phrases with the right intents.
Conversational Cloud Software - Benchmark and monitor marketing, sales, and customer care KPIs in real time so you can optimize your operations.
Conversational Cloud Software - Our Performance Optimizer tracks performance against your internal targets and industry benchmarks—and provides actionable steps for improvement.
View 7 more
Conversational Cloud video Conversational Cloud Software - LivePerson’s AI-powered chatbots can work with human agents across the world’s most popular messaging channels. Conversational Cloud Software - Cut out unnecessary steps by offering two-way conversations in the channels people most prefer...no matter where they find you. Conversational Cloud Software - About 70% of conversations on the LivePerson platform include automation to increase availability and efficiency. Conversational Cloud Software - In a blind test of 100 training phrases, LivePerson’s NLU outperformed IBM Watson and Google DialogFlow in its ability to correctly identify unidentified phrases with the right intents. Conversational Cloud Software - Benchmark and monitor marketing, sales, and customer care KPIs in real time so you can optimize your operations. Conversational Cloud Software - Our Performance Optimizer tracks performance against your internal targets and industry benchmarks—and provides actionable steps for improvement.

Features

Total features of Conversational Cloud: 68

  • AI/Machine Learning
  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Auto-Responders
  • Automated Scheduling
  • CRM
  • Canned Responses
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Contextual Guidance
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • Geotargeting
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Pre-Configured Bot
  • Predictive Analytics
  • Proactive Chat
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Website Visitor Tracking

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Reviews

Overall rating

4,4 /5
(39)
Value for Money
4,2/5
Features
4,3/5
Ease of Use
4,3/5
Customer Support
4,2/5

Already have Conversational Cloud?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 39
Temitope E.
Overall rating
  • Industry: Design
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

My experience with Liveengage has been perfect.

Reviewed on 2018/08/09

Liveengage has provided us with an effective medium to communicate with our clients. Thus we have...

Liveengage has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via Liveenagege on our website.

Pros

Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this.
I am able to monitor the number of web visitors on our website in real time ,and know their geographical location(this has helped the marketing department).I am able to know what part of the website a website visitor I am chatting with is at ,thus making it easy to better address their challenge.
Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.

Cons

Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.

Basiirat A.
Overall rating
  • Industry: Entertainment
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

A better way to connect with web visitors.

Reviewed on 2018/08/25

LiveEngage serves as a connection between my organization and our customers. To my organization...

LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc

Pros

LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website.
I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.

Cons

It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.

Conner C.
Overall rating
  • Industry: Luxury Goods & Jewelry
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Horrific customer service and stability

Reviewed on 2020/02/19

Overall live engage is the worst live chat platform I have worked with. The chat feature often just...

Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.

Pros

Ease of use. Reporting package. Dashboard.

Cons

Customer service. Service outages. Glitches.

Response from LivePerson

We're very sorry to hear you are having such a difficult time with our platform. We strive to maintain a superior uptime, but there are times we are unable to deliver :( Curious to know more about your glitches and how our customer service has been lacking for you. We want to make sure we address this for you immediately having customers get kicked off of chats is unacceptable and should never happen. If you're on our messaging platform, customers' conversations are asynchronous, and the chat history does not get deleted, so this should help. We hope you can reach out to us about these issues so we can resolve them for you ASAP!

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 201-500 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great software but could use some upgrades

Reviewed on 2019/03/19

Pros

The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.

Cons

The cons I saw with this software is the inability to prioritize chats or allow chats to be taken based on 'cherry-picking'. When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial. You can only take interactions in the order that they are received in the queue. Support issues take a while to resolve.

Response from LivePerson

Thank you for your review! In regard to the con you specified, you should work with your account manager to set that up! We DO in fact offer a configuration where certain departments, agent groups, or specific agent can get priority in receiving messages. You can also set up messages that come into specific departments (ie. message coming into support department vs sales department) to be prioritized over others so that higher-urgency messages can be responded to before lower-priority messages! Please do reach out to your account manager to implement this :) Thank you for taking the time to leave us a review!

Verified Reviewer
Overall rating
  • Industry: Consumer Services
  • Company size: 501-1 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

LiveEngage probably the best app for web chatting

Reviewed on 2020/06/11

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even...

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even once.

Pros

- It is a great way to enable communication between customers and remote assistance.
- Available to be used in multiple platforms.
- Everything done through it can be tracked, monitored and measured.
- It allows for customization of the general interface and also pre-written answers.

Cons

For as long as I have used it the only negative thing to it that I have been able to observe is that it does not collect customer's name in a way that it can label the chat with it. This can be really confusing when you have multiple chats opened named "visitor".

Response from LivePerson

Thanks for taking the time to leave us a review. We're glad to help make your business more conversational and help provide more in-depth analytics to optimize your business and operations! There is a way to name your "visitor" to their actual name by connecting your sessions to your CRM, so we will be sure to reach out to you to help you set that up!

Showing 5 reviews of 39 Read all reviews

Conversational Cloud FAQs

Below are some frequently asked questions for Conversational Cloud.

Conversational Cloud offers the following pricing plans:

To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert using their bot on www.liveperson.com.

Conversational Cloud has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Conversational Cloud supports the following languages:

English, Spanish

Conversational Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Conversational Cloud integrates with the following applications:

Facebook for Business, Instagram, Microsoft Dynamics GP, NetSuite, Salesforce Sales Cloud, SugarCRM, Twilio, Twitter, WhatsApp, Zendesk

Conversational Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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