LivePerson vs Capacity

A detailed comparison of LivePerson and Capacity. Find out which AI Support solution is right for your team.

📌Key Takeaways

1LivePerson vs Capacity: Comparing 6 criteria.
2LivePerson wins 0 categories, Capacity wins 0, with 6 ties.
3LivePerson: 5.0/5 rating. Capacity: 4.4/5 rating.
4Both tools are evenly matched - choose based on your specific needs.

Option A

LivePerson

★5.0

Enterprise conversational AI platform for messaging, chatbots, and voice AI across customer service and sales

0 wins

View full review →

Option B

Capacity

★4.4

AI-powered support automation platform that connects to your apps and learns from your content to answer questions

0 wins

View full review →

LivePerson wins

Ties

Capacity wins

Feature Comparison

Criteria	LivePerson	Capacity	Winner
Response Accuracy	4	4	Tie
Multi-language	3	3	Tie
Handoff Quality	4	4	Tie
Self-service	4	4	Tie
Analytics	3	3	Tie
Integration Depth	3	3	Tie

Detailed Analysis

Response Accuracy

Tie

LivePerson

LivePerson's response accuracy capabilities

Capacity

Capacity's response accuracy capabilities

Comparing response accuracy between LivePerson and Capacity.

Multi-language

Tie

LivePerson

LivePerson's multi-language capabilities

Capacity

Capacity's multi-language capabilities

Comparing multi-language between LivePerson and Capacity.

Handoff Quality

Tie

LivePerson

LivePerson's handoff quality capabilities

Capacity

Capacity's handoff quality capabilities

Comparing handoff quality between LivePerson and Capacity.

Self-service

Tie

LivePerson

LivePerson's self-service capabilities

Capacity

Capacity's self-service capabilities

Comparing self-service between LivePerson and Capacity.

Analytics

Tie

LivePerson

LivePerson's analytics capabilities

Capacity

Capacity's analytics capabilities

Comparing analytics between LivePerson and Capacity.

Integration Depth

Tie

LivePerson

LivePerson's integration depth capabilities

Capacity

Capacity's integration depth capabilities

Comparing integration depth between LivePerson and Capacity.

Feature-by-Feature Breakdown

Conversational Cloud Platform

LivePerson

LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for managing conversations across every digital channel. The platform processes and orchestrates billions of messages annually, maintaining full conversation context as customers move between channels. It includes a sophisticated workspace for agents that surfaces relevant customer history, suggested responses, and real-time sentiment analysis. The platform's architecture supports both synchronous and asynchronous messaging patterns, allowing customers to start a conversation on one device and continue it hours later on another without losing context. Eliminates channel silos and provides consistent customer experiences regardless of how or where customers choose to engage.

✓ Eliminates channel silos and provides consistent customer experiences regardless of how or where customers choose to engage

Capacity

AI knowledge base

✓ AI knowledge base

Both LivePerson and Capacity offer Conversational Cloud Platform. LivePerson's approach focuses on liveperson's conversational cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for managing conversations across every digital channel., while Capacity emphasizes AI knowledge base. Choose based on which implementation better fits your workflow.

Intent Manager with NLU

LivePerson

The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automatically identify what customers are trying to accomplish. Unlike keyword-based systems, it understands context, handles multiple intents in a single message, and recognizes intent even when expressed in unexpected ways. The system provides a visual interface for creating, training, and refining intent models without requiring data science expertise. Intent recognition accuracy typically exceeds 90% after initial training, with continuous improvement as the system learns from new conversations. Enables precise automation routing and provides actionable insights into what customers actually want, driving product and service improvements.

✓ Enables precise automation routing and provides actionable insights into what customers actually want, driving product and service improvements

Capacity

Chatbot and live chat

✓ Chatbot and live chat

Both LivePerson and Capacity offer Intent Manager with NLU. LivePerson's approach focuses on intent manager uses advanced natural language understanding trained on liveperson's massive dataset of real customer conversations to automatically identify what customers are trying to accomplish., while Capacity emphasizes Chatbot and live chat. Choose based on which implementation better fits your workflow.

Conversation Builder Bot Platform

LivePerson

Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The visual dialog editor allows business users to design complex conversation trees with conditional logic, API integrations, and dynamic content personalization. Pre-built templates accelerate development for common use cases like appointment scheduling, order status, and FAQ handling. The platform supports integration with third-party NLU engines and can leverage generative AI for more natural, contextual responses beyond scripted flows. Empowers non-technical teams to build and iterate on automation quickly, reducing time-to-value from months to weeks.

✓ Empowers non-technical teams to build and iterate on automation quickly, reducing time-to-value from months to weeks

Capacity

App integrations

✓ App integrations

Both LivePerson and Capacity offer Conversation Builder Bot Platform. LivePerson's approach focuses on conversation builder is liveperson's no-code/low-code platform for creating sophisticated ai-powered chatbots and automated conversation flows., while Capacity emphasizes App integrations. Choose based on which implementation better fits your workflow.

Agent Assist with AI Copilot

LivePerson

Agent Assist provides human agents with real-time AI-powered support during customer conversations, dramatically improving productivity and consistency. The system analyzes ongoing conversations and proactively suggests relevant knowledge base articles, recommended responses, and next-best-actions. It can automatically summarize long conversation histories, translate messages in real-time for multilingual support, and flag compliance-sensitive topics. The AI learns from which suggestions agents accept or modify, continuously improving recommendation relevance. Reduces agent training time, improves response accuracy, and enables agents to handle more complex conversations with confidence.

✓ Reduces agent training time, improves response accuracy, and enables agents to handle more complex conversations with confidence

Capacity

Workflow automation

✓ Workflow automation

Both LivePerson and Capacity offer Agent Assist with AI Copilot. LivePerson's approach focuses on agent assist provides human agents with real-time ai-powered support during customer conversations, dramatically improving productivity and consistency., while Capacity emphasizes Workflow automation. Choose based on which implementation better fits your workflow.

Analytics and Reporting Suite

LivePerson

LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and customizable reports. The platform tracks key metrics including customer satisfaction (CSAT/NPS), first-contact resolution, average handle time, automation containment rates, and agent utilization. Advanced analytics features include conversation topic clustering, sentiment trend analysis, and predictive modeling for staffing optimization. The system can identify emerging issues before they become widespread problems by detecting unusual patterns in conversation topics or sentiment. Enables data-driven optimization of customer engagement strategies and provides executive-level visibility into contact center performance.

✓ Enables data-driven optimization of customer engagement strategies and provides executive-level visibility into contact center performance

Capacity

Analytics

✓ Analytics

Both LivePerson and Capacity offer Analytics and Reporting Suite. LivePerson's approach focuses on liveperson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and customizable reports., while Capacity emphasizes Analytics. Choose based on which implementation better fits your workflow.

Strengths & Weaknesses

LivePerson

Strengths

✓Conversational Cloud Platform: LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for manag...
✓Intent Manager with NLU: The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automaticall...
✓Conversation Builder Bot Platform: Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The vi...
✓Agent Assist with AI Copilot: Agent Assist provides human agents with real-time AI-powered support during customer conversations, dramatically improving productivity and consistenc...
✓Analytics and Reporting Suite: LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and c...

Weaknesses

✗AI-generated content requires human review to ensure accuracy and brand voice consistency.
✗Initial setup and integration may require technical resources or onboarding support.
✗Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Capacity

Strengths

✓enables support teams to dramatically reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.
✓enable continuous optimization, helping support leaders measure automation ROI and identify opportunities for improvement.
✓reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.

Weaknesses

✗Less sophisticated than enterprise tools
✗Requires content investment
✗Smaller company

Use Case Fit

AI SDR: Automated Outbound Prospecting

LivePerson

Approach: LivePerson automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Capacity

Approach: Capacity automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Recommendation: Both LivePerson and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Lead Qualification and Scoring

LivePerson

Approach: LivePerson uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Capacity

Approach: Capacity uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Recommendation: Both LivePerson and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Industry-Specific Fit

Industry	LivePerson	Capacity	Better Fit
Telecommunications	LivePerson has deep expertise in telecommunications, serving major carriers including T-Mobile, Vodafone, and Orange. Telecom companies use the platform to handle high volumes of customer inquiries about billing, service issues, plan changes, and technical support. The platform's ability to authenticate customers securely within messaging conversations is particularly valuable for account-related transactions. Proactive messaging capabilities help telecoms reduce inbound volume with service notifications and payment reminders.	Not specified	LivePerson
Financial Services	Banks, insurance companies, and financial institutions leverage LivePerson's enterprise security and compliance capabilities to provide conversational customer service while meeting regulatory requirements. The platform's HIPAA eligibility and PCI-DSS compliance enable handling of sensitive financial transactions within messaging. Use cases include account inquiries, loan applications, claims processing, and fraud alerts. Secure authentication ensures customer identity verification for sensitive transactions.	Not specified	LivePerson
Retail and E-commerce	Retailers use LivePerson to provide personalized shopping assistance, handle order inquiries, and drive conversational commerce across digital channels. The platform integrates with e-commerce systems to provide real-time order status, process returns, and recommend products based on customer preferences. Proactive messaging capabilities enable abandoned cart recovery and promotional campaigns. The ability to handle high volumes during peak shopping seasons is critical for retail success.	Not specified	LivePerson
Travel and Hospitality	Airlines, hotels, and travel companies use LivePerson to manage booking inquiries, itinerary changes, and travel disruption communications at scale. The platform's asynchronous messaging capabilities are particularly valuable when customers need to manage complex travel arrangements over time. Proactive notifications keep travelers informed of flight changes, gate updates, and booking confirmations. Integration with reservation systems enables self-service booking modifications.	Not specified	LivePerson
Healthcare	Healthcare organizations leverage LivePerson's HIPAA-compliant platform for patient engagement, appointment scheduling, prescription refills, and care coordination. The platform enables secure communication between patients and care teams while maintaining privacy and compliance. Automated triage helps route patients to appropriate resources based on their needs. Proactive messaging supports medication reminders and preventive care outreach.	Not specified	LivePerson
Automotive	Automotive manufacturers and dealers use LivePerson to engage customers throughout the vehicle lifecycle, from initial research through purchase and ongoing service. The platform supports lead qualification, test drive scheduling, service appointment booking, and owner support. Integration with dealer management systems enables personalized interactions based on vehicle ownership and service history. Proactive messaging supports recall notifications and service reminders.	Not specified	LivePerson
Technology	Technology companies use LivePerson to provide technical support, handle subscription management, and drive product adoption through conversational engagement. The platform's ability to integrate with product systems enables contextual support based on user activity and account status. Automated troubleshooting guides customers through common issues while routing complex problems to specialized support teams.	Not specified	LivePerson
Insurance	Insurance companies leverage LivePerson for policy inquiries, claims processing, and customer retention. The platform's secure forms enable collection of sensitive information required for claims and policy changes. Automated workflows guide customers through common processes like filing claims or updating coverage. Proactive messaging supports policy renewal reminders and risk prevention communications.	Not specified	LivePerson

Our Verdict

LivePerson and Capacity are both strong AI Support solutions. LivePerson excels at conversational cloud platform. Both support key use cases like ai sdr: automated outbound prospecting, but with different approaches. Choose based on which specific features and approach best fit your workflow and requirements.

Choose LivePerson if you:

✓You need conversational cloud platform capabilities
✓You need intent manager with nlu capabilities
✓You operate in Telecommunications
✓AI SDR: Automated Outbound Prospecting is your primary use case

View LivePerson

Choose Capacity if you:

✓AI SDR: Automated Outbound Prospecting is your primary use case
✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support

View Capacity

Need Help Choosing?

Get expert guidance on selecting between LivePerson and Capacity for your specific use case.

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Frequently Asked Questions

It depends on your specific needs. LivePerson and Capacity each have strengths in different areas. Compare features, integrations, and pricing to determine which is best for your use case.

In some cases, yes. Many teams use complementary tools together. Check if both platforms offer integrations or APIs that allow them to work together.

Both platforms offer different onboarding experiences. LivePerson and Capacity each have their own setup processes. Most users can get started with either within a few hours.

The main differences are in their approach, feature set, and target use cases. Review the comparison criteria above to see detailed breakdowns of how they differ.

For small teams, consider factors like ease of use, pricing tiers, and the specific features you need most. Both LivePerson and Capacity can work for small teams depending on your priorities.

Sources & Evidence

Conversational AI with Intent Recognition and Intelligent Routing
Source: LivePerson's core differentiator is its sophisticated ability to understand customer intent in real-time conversations and automatically route inquiries to the most appropriate resource—whether that's an AI-powered bot or a human agent with specific expertise. The platform leverages advanced Natural Language Understanding (NLU) trained on billions of real customer conversations to classify requests with over 90% accuracy. According to customer case studies published by LivePerson, this intelligent routing capability reduces average handle time by up to 40% while improving first-contact resolution rates. The system continuously learns from agent interactions to improve its classification accuracy, creating a virtuous cycle of automation improvement. Major enterprises like T-Mobile and HSBC have publicly credited this capability as transformational for their customer service operations.
AI-powered ticket automation with human-in-the-loop oversight that automatically resolves support tickets without manual intervention while maintaining quality control
Source: Capacity's core differentiator is its ability to autonomously handle entire support workflows—from initial ticket receipt through resolution—while maintaining human control through intelligent routing, confidence-based escalation, and continuous quality monitoring. Unlike basic chatbots that simply deflect inquiries, Capacity's AI actually resolves issues by accessing knowledge bases, executing workflows, and providing substantive answers. The human-in-the-loop architecture ensures complex issues reach appropriate specialists while AI handles routine inquiries, enabling support teams to focus on high-value interactions while achieving up to 70% automation rates on routine tickets.