LivePerson Recognized in Gartner 2025 Digital Customer Service Report
LivePerson is named in a Gartner report on digital customer service, highlighting conversation orchestration. Leaders see faster resolution, consistent context, and AI-first choices.
LivePerson Named in Gartner Competitive Landscape: Digital Customer Service - What It Means for Customer Support Leaders
LivePerson has been included in the Gartner report, "Competitive Landscape: Digital Customer Service." Gartner notes that vendors from CCaaS, CRM CEC, and DCS are innovating for conversation orchestration and channel-less experiences (1).
As LivePerson's CEO put it, the shift is clear: move beyond siloed channels to seamless, orchestrated conversations. For support leaders, that translates into fewer dead ends, faster resolutions, and consistent context across web, app, SMS, and social.
Key trends support teams should track
- Omnichannel conversation orchestration: Manage one continuous dialogue across channels. Treat the conversation as the unit of work, not the channel.
- AI-first operations: Scale automation and personalization with model choice. BYO LLM flexibility matters for cost, control, and fit to your data.
- Composable, open platforms: API-first tech that plugs into your CCaaS and CRM instead of forcing a rip-and-replace.
What LivePerson brings (per the announcement)
- Open platform that integrates with existing CRM and CCaaS systems.
- Bring-your-own-LLM support to optimize cost, quality, and governance.
- AI agents and synthetic customers to test flows, train safely, and improve coverage before going live.
- Focus on outcomes: measurable ROI, efficiency gains, and higher CSAT.
30-60-90 day action plan for CS leaders
- Days 0-30: Baseline AHT, FCR, CSAT, containment, and cost per contact. Map your top 10 intents by volume and value. Inventory channels and identify context handoff gaps. Confirm CRM and CCaaS integration points.
- Days 31-60: Pilot conversation orchestration for 2-3 intents across 2 channels. Enable BYO LLM routing (cheap model for FAQs, higher-grade model for complex intents). Add guardrails: PII redaction, escalation paths, and human-in-the-loop for low-confidence cases.
- Days 61-90: Expand to your next 10 intents. Roll out quality automation (auto-scoring, spot checks). Implement supervisor workflows, knowledge updates, and weekly model evaluation. Tie wins to dollars saved and CSAT impact.
Buyer's checklist for an open, AI-first support stack
- Conversation state across channels with context memory and history.
- Orchestration: intent routing, escalation, and policy enforcement.
- Model flexibility: BYO LLM, per-intent model selection, fallbacks.
- Integrations: out-of-the-box links for your CRM, CCaaS, knowledge base, and identity.
- Analytics: intent coverage, unattended rate, containment, and quality scoring.
- Safety: PII masking, audit trails, model versioning, red team tools, and approval workflows.
- Operations: WFM/WFO compatibility, routing rules, and agent-assist.
- Compliance: data residency, retention options, SOC 2/ISO attestations.
- Total cost: licenses, tokens, infrastructure, and change management.
- Migration plan: zero-downtime cutover, coexistence with legacy flows, and rollback paths.
KPIs to track as you scale
- CSAT/NPS and intent-level resolution rate
- FCR, AHT, and time to first response
- Containment and deflection with quality (no-repeat contacts within 7-14 days)
- Agent handle mix: assisted vs. automated vs. assisted-by-AI
- Cost per contact and ROI by intent
Risk and governance essentials
- Prompt library controls, change logs, and approvals.
- Content filters, toxicity checks, and brand tone enforcement.
- Quarantine low-confidence responses; route to agents with full context.
- Secure data handling: PII redaction, encryption, and access controls.
Resources
About LivePerson
LivePerson (NASDAQ: LPSN) provides enterprise conversational AI and digital transformation solutions used by leading brands to connect with millions of consumers. Its Conversational Cloud supports nearly a billion interactions each month with analytics and safety controls for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. Learn more at liveperson.com.
Source and disclaimers
Source: Gartner Research, Competitive Landscape: Digital Customer Service, By Ajit Patankar, Brian Doherty etc., Aug 2025.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Forward-looking statements
Statements regarding LivePerson that are not historical facts are forward-looking and involve risks and uncertainties. Actual results may differ materially due to factors detailed in LivePerson's filings with the SEC, including the Annual Report on Form 10-K for the year ended December 31, 2024, and Quarterly Reports on Form 10-Q, including for the quarter ended June 30, 2025. Do not place undue reliance on these statements, which speak only as of their dates.
Media contact: Riah Lawry - pr@liveperson.com
