Comparison
Five9 vs LivePerson
Compare documented workflows and implementation requirements using attributed public sources. Facts last checked , the earlier of the two records. Machine-readable record.
Start with your setup
These are documented product differences and requirements. A feature list or a single customer report does not establish which agent will perform better for your team.
Deployment model
Five9
The AI agent capability is delivered as a cloud add-on to the Five9 contact-centre platform, sold on top of per-concurrent-user bundles priced from $119 (Digital) and $159 (Core) per seat per month.Vendor-reported
- Source
- Five9 Pricing
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
five9-deployment
LivePerson
LivePerson's AI agents run on its hosted Conversational Cloud platform, which the vendor states can also run customer-supplied large language models from OpenAI, Google, Meta, Cohere and Anthropic alongside LivePerson's proprietary models.Vendor-reported
- Source
- Generative AI Tools — LivePerson
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
liveperson-cmp-deployment
Actions in backend systems
Five9
Five9 states that AI Agents handle "multi-step requests, shifting intent and real action across your business systems," with the broader platform exposing CRM integrations, APIs and SDKs, and workflow automation.Vendor-reported
- Source
- Five9 AI Agents
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
five9-actions
LivePerson
LivePerson states its AI chatbots integrate 'into back-end systems like CRM, scheduling tools, order and inventory management systems', but the page does not document a function-calling or tool-execution interface by name.Vendor-reported
- Source
- AI Chatbots — LivePerson
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
liveperson-cmp-actions
Human handoff
Five9
Five9 states that on escalation "full conversation context transfers instantly to a live agent," and CX Today reported configurable guardrails that route conversations to a human when required.Vendor-reported
- Source
- Five9 AI Agents
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
five9-handoff-compare
LivePerson
LivePerson states AI chatbots can transfer complex queries to live agents and that human agents can review, edit and approve AI responses before they are sent.Vendor-reported
- Source
- Conversational Cloud — LivePerson
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
liveperson-cmp-handoff
Side by side
Product attributes first, then what the sources establish for each customer workflow, then the industries they place each agent in. Open any claim to see its source, the date it was checked, and how to request a correction. Two agents are rarely documented to the same depth, so read a difference between the two columns as a difference in the public record before reading it as a difference in the products.
What this agent was judged by
The independent evidence behind these states comes mainly from analysts and trade press.States rest on 1 independent source across analysts and trade press. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
What this agent was judged by
The independent evidence behind these states comes mainly from analysts and trade press.States rest on 1 independent source across analysts and trade press. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
| Attribute | Five9 | LivePerson |
|---|---|---|
| Review basis | Source-based review | Source-based review |
| Deployment model | The AI agent capability is delivered as a cloud add-on to the Five9 contact-centre platform, sold on top of per-concurrent-user bundles priced from $119 (Digital) and $159 (Core) per seat per month.Vendor-reported
| LivePerson's AI agents run on its hosted Conversational Cloud platform, which the vendor states can also run customer-supplied large language models from OpenAI, Google, Meta, Cohere and Anthropic alongside LivePerson's proprietary models.Vendor-reported
|
| Channels | Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging.Vendor-reported
| LivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels.Vendor-reported
|
| Languages | Unknown | Unknown |
| Help desk and CRM integrations | CX Today reported that Five9 AI Agents integrate with ServiceNow Customer Service Management through the Five9 TranscriptStream API, with availability stated for the first half of 2025.Independent report
| CX Today reported that LivePerson Sync connects customer context across enterprise systems including Salesforce and ServiceNow.Independent report
|
| Knowledge sources | Five9 states that AI Knowledge uses GenAI and Retrieval Augmented Generation to "identify and summarize relevant, trusted answers from customer knowledge assets" uploaded as knowledge articles, FAQ documents and product information.Vendor-reported
| LivePerson documents KnowledgeAI as supporting internal and external knowledge bases with KMS/CMS integration, and answers enriched via generative AI for both consumer-facing automation and agent recommendations.Vendor-reported
|
| Actions in backend systems | Five9 states that AI Agents handle "multi-step requests, shifting intent and real action across your business systems," with the broader platform exposing CRM integrations, APIs and SDKs, and workflow automation.Vendor-reported
| LivePerson states its AI chatbots integrate 'into back-end systems like CRM, scheduling tools, order and inventory management systems', but the page does not document a function-calling or tool-execution interface by name.Vendor-reported
|
| Human handoff | Five9 states that on escalation "full conversation context transfers instantly to a live agent," and CX Today reported configurable guardrails that route conversations to a human when required.Vendor-reported
| LivePerson states AI chatbots can transfer complex queries to live agents and that human agents can review, edit and approve AI responses before they are sent.Vendor-reported
|
| Target customer size | Five9 sells its bundles with "a minimum of 50 seats," positioning the AI agent capability at mid-market and enterprise contact centres rather than small teams.Vendor-reported
| CX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100 and 12 of the top 15 global banks, indicating a large-enterprise orientation.Independent report
|
| Vendor-reported performance claims | Unknown | LivePerson's homepage advertises a '90% automation rate', '60% faster AI agent testing' and a '30% reduction in agent ramp time', and states the platform handles over a billion messages a month.Vendor-reported
|
| Workflow evidenceBilling Illustrative scenario I was charged twice for the same order. Can you refund the extra payment? What to verify: Verify identity, inspect payment records, apply the refund policy, and confirm the payment-system result. If no authorized refund action is connected, hand off with the evidence. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceOrders Illustrative scenario My order has not arrived. Where is it? What to verify: Retrieve the correct order and current carrier status. Distinguish a real tracking update from an estimate; do not invent a delivery date. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceReturns Illustrative scenario I bought this 12 days ago and opened the box. Can I return it? What to verify: Check the actual return window, product exclusions, and order record. A policy answer and an executed return are different capabilities. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceProduct questions Illustrative scenario Does this adapter work with my exact laptop model? What to verify: Use a current, approved compatibility source. Ask for the model when missing and distinguish documented compatibility from an assumption. | External report Five9 states that AI Knowledge lets teams "effortlessly upload knowledge articles, FAQ documents, and product information" and delivers contextually relevant answers directly to the customer. 2 cited claims for product questions on Five9Five9 states that AI Knowledge lets teams "effortlessly upload knowledge articles, FAQ documents, and product information" and delivers contextually relevant answers directly to the customer.Vendor-reported
CX Today reported that Five9's AI Agents use generative AI to "deliver contextual answers to queries without prior training" by drawing on trusted knowledge sources.Independent report
| Vendor-documented Vendor documentation is detailed here, but no independent measurement of answer accuracy or deflection was located. 1 cited claim for product questions on LivePersonLivePerson states that webpages, PDFs and FAQs can be converted into interactive AI agent and chatbot experiences, and its documentation describes KnowledgeAI generating enriched answers from internal and external knowledge bases via generative AI.Vendor-reported
|
| Workflow evidenceAccount issues Illustrative scenario I lost access to my email. Change the address on my account. What to verify: Follow the approved identity-recovery process before accessing or changing account data. Escalate when identity cannot be verified. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceComplaints Illustrative scenario I have contacted you three times and the problem is still unresolved. What to verify: Recognize the repeat complaint, retain relevant history, and route it to the right team. Do not promise compensation outside the policy. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceHuman handoff Illustrative scenario Please connect me to a person who can approve this exception. What to verify: Transfer to an available team with the conversation and relevant records. Outside working hours, explain the actual follow-up path rather than promise immediate contact. | External report Five9 states that "when escalation is needed, full conversation context transfers instantly to a live agent, so customers never start over." 2 cited claims for human handoff on Five9Five9 states that "when escalation is needed, full conversation context transfers instantly to a live agent, so customers never start over."Vendor-reported
CX Today reported that with Five9 AI Agents, "contact centers can add guardrails to ensure these conversations still pass through to a live agent" when needed.Independent report
| Vendor-documented No independent evaluation of handoff quality in production was located, so this area remains unverified. 1 cited claim for human handoff on LivePersonLivePerson states its AI chatbots can 'seamlessly transfer complex customer queries to live agents' and describes a 'Bot Human Tango' model in which both humans and bots contribute to a conversation with handoff from one type of agent to the other.Vendor-reported
|
| Workflow evidenceSmall businesses Illustrative scenario A two-person support team wants to launch without a dedicated engineer. What to verify: Validate setup effort, existing help-desk support, required integrations, and ongoing maintenance. A small customer's story alone does not establish suitability for every small business. | Caveat documented The 50-seat minimum applies to the underlying platform bundles rather than to the AI agent add-on in isolation, but it is the entry condition for using the capability. 1 cited claim for small businesses on Five9Five9's pricing page states that its bundles are "per concurrent user and usage-based pricing may apply, with a minimum of 50 seats," with AI Agents sold as an add-on above that floor.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceMid-market Illustrative scenario A growing support team needs separate queues and connected order and account systems. What to verify: Validate routing, permissions, integration ownership, and handling of each team's policies in the intended configuration. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceEnterprise Illustrative scenario A multi-brand support organization needs controlled access across regional teams. What to verify: Validate data boundaries, audit records, escalation ownership, and the specific deployment requirements. A vendor's enterprise positioning is not proof of these controls. | External report Five9 positions AI Agents for enterprises, stating customers "deploy at enterprise scale with multi-agent systems, fast natural-language design, and full lifecycle control on one platform." 2 cited claims for enterprise on Five9Five9 positions AI Agents for enterprises, stating customers "deploy at enterprise scale with multi-agent systems, fast natural-language design, and full lifecycle control on one platform."Vendor-reported
CX Today reported that Five9 launched its AI Agents alongside an observability and governance layer covering hallucination detection, prompt-injection detection and completeness scoring with human oversight retained.Independent report
| External report The Fortune 100 roster is reported for the combined post-acquisition company, not for LivePerson alone; it indicates large-enterprise orientation rather than LivePerson-only attribution. 2 cited claims for enterprise on LivePersonLivePerson states the Conversational Cloud platform powers nearly 1 billion conversational interactions each month.Vendor-reported
CX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100, 12 of the top 15 global banks, four of the top five global airlines, four of the top five global automakers and more than 10 global telecommunications providers.Independent report
|
| Industry evidenceRetail and e-commerce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceFinancial services | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report CX Today reports the combined SoundHound–LivePerson customer base includes 12 of the top 15 global banks. This is the composition of a customer base after a merger, not a report of the AI agent working in those accounts. 2 cited claims for financial services on LivePersonCX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100, 12 of the top 15 global banks, four of the top five global airlines, four of the top five global automakers and more than 10 global telecommunications providers.Independent report
CX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100 and 12 of the top 15 global banks, indicating a large-enterprise orientation.Independent report
|
| Industry evidenceTelecommunications | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report The same CX Today account lists more than 10 global telecommunications providers in the combined customer base. It establishes presence in the sector, not a deployment outcome. 1 cited claim for telecommunications on LivePersonCX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100, 12 of the top 15 global banks, four of the top five global airlines, four of the top five global automakers and more than 10 global telecommunications providers.Independent report
|
| Industry evidenceTravel and hospitality | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report The same CX Today account lists four of the top five global airlines. Airlines are counted as customers of the combined company; no airline deployment of the AI agent is described. 1 cited claim for travel and hospitality on LivePersonCX Today reported that the combined SoundHound–LivePerson customer base spans more than 30 countries and includes 25 of the Fortune 100, 12 of the top 15 global banks, four of the top five global airlines, four of the top five global automakers and more than 10 global telecommunications providers.Independent report
|
| Industry evidenceHealthcare | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidencePublic sector and education | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceLogistics and delivery | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Channels | ||
| Web and in-app chat | Vendor-documented Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging. 1 cited claim for web and in-app chat on Five9Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | |
| Voice and phone | Vendor-documented Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging. 1 cited claim for voice and phone on Five9Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging.Vendor-reported
| Vendor-documented LivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels. 1 cited claim for voice and phone on LivePersonLivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels.Vendor-reported
|
| SMS | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented LivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels. 1 cited claim for sms on LivePersonLivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels.Vendor-reported
|
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented LivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels. 1 cited claim for whatsapp on LivePersonLivePerson states its AI agents can be built and launched with LLMs 'across messaging and voice', and its Conversational Cloud page names SMS, WhatsApp and voice among supported channels.Vendor-reported
| |
| Social messaging | Vendor-documented Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging. 1 cited claim for social messaging on Five9Five9 markets both "Voice AI Agents" for automating routine customer interactions and "Digital AI Agents" providing personalized self-service via chatbots and social messaging.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help desks | ||
| Zendesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Salesforce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| ServiceNow | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Freshdesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Intercom | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| HubSpot | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Kustomer | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gorgias | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gladly | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help Scout | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Front | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Microsoft Dynamics 365 | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
Change history
Open the changelogEvery change to this record is in the public changelog, with what it changed and why.
· Structure
Channels and help desks become evidence rows, and records gain bylines
Five9: 3 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · Social messagingNot established→Vendor-documented
LivePerson: 3 evidence states moved
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · SMSNot established→Vendor-documented
- Channel · WhatsAppNot established→Vendor-documented
· Catalog
Launch: 22 AI customer service agents and 532 claims, every one sourced and dated
Five9: Added to the catalog with 23 claims and 4 rows with evidence.
LivePerson: Added to the catalog with 21 claims and 6 rows with evidence.