LivePerson Conversation Cloud (LiveEngage) vs. Microsoft Copilot

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
LivePerson Conversation Cloud (LiveEngage)
Score 9.1 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Microsoft Copilot
Score 9.0 out of 10
N/A
Microsoft Copilot (formerly Bing Chat Enterprise) is an AI chatbot for the web and for work, available as a knowledge assistant to employees. Copilot is available at not additional cost with Microsoft 365 E3, E5, Business Standard, Business Premium, and A3 or A5 for faculty licenses.
$20
per month per user
Pricing
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Editions & Modules
No answers on this topic
Microsoft Copilot Pro
$20
per month per user
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Free Trial
NoNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Best Alternatives
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
IBM watsonx Assistant
IBM watsonx Assistant
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Conversica
Conversica
Score 9.8 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Conversica
Conversica
Score 9.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Likelihood to Recommend
8.0
(14 ratings)
9.4
(3 ratings)
Likelihood to Renew
10.0
(10 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
9.5
(2 ratings)
User Testimonials
LivePerson Conversation Cloud (LiveEngage)Microsoft Copilot
Likelihood to Recommend
LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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Microsoft
While Copilot isn’t perfect, I find it very beneficial for my work. For example, although I wish the email reply feature were more refined, it does help me get started. The seamless integration between Copilot and all my Microsoft 365 apps is a huge plus. Additionally, having Microsoft Copilot during Teams meetings has been a valuable asset. Overall, it significantly increases my productivity.
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Pros
LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
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Microsoft
  • Copilot is excellent at formulating responses to emails that I receive from authors and customers.
  • Copilot is extremely useful while working on Excel. You don't need to remember formulas in Excel. Just write a prompt and tell Copilot what you want to do with the data, and it will give you the exact formula to use.
  • Copilot is also great at editing any content I need to review. All I have to do is copy paste the content in the prompt bar and ask copilot to check for grammatical errors in the content and gives an immediate response highlighting all the errors.
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Cons
LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
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Microsoft
  • Sometimes it has some errors during the response
  • The answers to certain questions might not be 100% accurate
  • It is not possible to iterate or modify the generated images
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Likelihood to Renew
LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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Microsoft
No answers on this topic
Usability
LivePerson
No answers on this topic
Microsoft
I appreciate most of what Copilot offers so far. However, I wish Copilot Studio provided more functionality. Currently, I find it easier to create a custom GPT in ChatGPT. When trying to generate the same automated process, ChatGPT feels more intuitive. That said, because ChatGPT doesn’t integrate with my Microsoft 365 apps, Copilot has an advantage. I believe it will continue to improve.
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Alternatives Considered
LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
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Microsoft
Since we use Microsoft 365 apps in our day-to-day work, we didn't have to choose Copilot over any other AI. It just came with the subscription. However, I would still use it over ChatGPT because Copilot is integrated with all the major Microsoft apps that we use. We dont need to log into a separate AI over a browser. I also think our company data is far more secure while we use Copilot
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Return on Investment
LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
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Microsoft
  • I have increased my productivity about 30% more since I started using Bing Copilot
  • It has been very easy to use and implement to my daily activities in my current job
  • It has improved my emails about 50%, memos and reports by suggesting me better ways to communicate my ideas
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ScreenShots