LIVEPERSON History27+ years of LivePerson AI innovation
Follow LivePerson’s AI evolution, building a legacy of developing cutting-edge technology from data-driven insights to create impactful customer connections and better business outcomes for enterprises.
Where the LivePerson AI journey started
Chapter 1
Building a conversational foundation
LivePerson revolutionized online communication with web chat and asynchronous messaging, amassing a powerful cross-vertical conversational data collection. By optimizing agent interactions and harnessing customer data, we set the stage for groundbreaking AI advances, offering tailored solutions fit for any industry.
Chapter 2
Scaling and learning with AI analytics
Recognizing the potential of robust conversational data, LivePerson harnessed analytics and machine learning to revolutionize the way brands understand their customers. By analyzing conversations and incorporating AI technology like Meaningful Automated Conversation Scores (MACS), this innovative approach ensured that businesses were better equipped to deliver personalized, reliable experiences at scale.
Chapter 3
Introducing enterprise Conversational AI
LivePerson’s 2016 launch of LiveEngage (later renamed Conversational Cloud) revolutionized the conversational AI landscape. With a commitment to enterprise standards and responsible AI development, the new platform introduced innovative features like real-time sentiment analysis, bot studio, and agent assist to elevate customer experiences.
Chapter 4
Shaping the future with advanced AI solutions
For the past several years, LivePerson has continuously improved AI capabilities by blending strategic acquisitions with in-house developments in natural language processing and understanding and large language models — NLP, NLU, and LLMs, respectively. This approach helped build a strong conversational design framework and unlocked AI’s potential in transforming conversational commerce.
The path ahead: LivePerson Generative AI for enterprises
Generative AI is reshaping the way enterprises connect with customers, and LivePerson is leading the charge with innovative AI solutions that drive meaningful business outcomes.
Explore our latest AI advancesAI innovation timeline
1997
LivePerson transforms the web by inventing web chat.
2002
Proactive web chat evolves, allowing brands to target customer behaviors through a rule-based system.
April 2012
Acquires NuConomy, a web analytics and optimization platform.
May 2012
Acquires Amadesa, making its first foray into machine learning.
2013
In-house engineers evolve the platform’s Predictive Intelligence Targeting.
2015
Mobile messaging capabilities evolve.
2016
A new platform launches, officially moving into Conversational AI
Learn more about Conversational AI
2018
Acquires BotCentral and Conversable, extending the reach of its AI capabilities.
2019
Launches Intent Manager, elevating LivePerson’s NLU capabilities.
2021
Acquires e-bot7, a robust Conversational AI platform, and VoiceBase, venturing into the voice analytics space.
2023
Launches a new grade of AI applications that add safety and equality to generative AI capabilities and Voice AI solutions.
Meet what we call EAIThe proof is in the customers
“We’re transforming the way we do customer care. With the exciting, new technology in messaging and in bots, we’re looking forward to exploring additional ways in which we can better serve our customers.”
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“We are a business that is constantly changing and evolving — always working to improve our customer’s experience. LivePerson has brought us a first-class AI experience, and we know we will do more with the help and guidance of our LivePerson team.”
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“To successfully serve your customers well, you have to be there when they want you, in a channel that the customer wants to use. Our long-term relationship with LivePerson allows us to do that, through every type of messaging, integration of our bot, and many other digital solutions.”
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