# Agentforce Service (formerly Salesforce Service Cloud) vs LivePerson Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to LivePerson. Users appreciate its seamless integration of AI capabilities, which enhances customer interactions and streamlines operations.
- **Users say** that LivePerson shines in its ability to handle large volumes of routine inquiries efficiently. This feature allows human agents to focus on more complex issues, ultimately improving responsiveness and reducing support costs.
- **Reviewers mention** that Agentforce Service is incredibly user-friendly, with many teams mastering the platform within days and requiring minimal training. This ease of use is a significant advantage for organizations looking to implement a new customer service solution quickly.
- **According to verified reviews** , LivePerson's robust AI-powered chat and messaging capabilities are highly praised. Users highlight how these features automate customer conversations, shorten response times, and enhance engagement across various digital channels.
- **G2 reviewers note** that while LivePerson offers strong automation features, Agentforce Service's transition from static bots to autonomous AI agents provides a more contextual and effective customer service experience, making it a preferred choice for many businesses.
- **Users report** that Agentforce Service's comprehensive platform for managing field operations significantly streamlines scheduling and dispatching tasks, which is a crucial benefit for organizations with complex operational needs.



| | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,342 | 207 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (43.3% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Contact Us | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### LivePerson

Pros:
- Features (35 reviews)
- Ease of Use (31 reviews)

Cons:
- Learning Curve (21 reviews)
- Complexity (14 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2853 reviews) | 8.5 (167 reviews) | 
  | **Ease of Use** | 8.4 (5471 reviews) | 8.4 (169 reviews) | 
  | **Ease of Setup** | 7.9 (4224 reviews) | 8.0 (95 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 8.1 (79 reviews) | 
  | **Quality of Support** | 8.3 (2628 reviews) | 8.3 (165 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 8.0 (81 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2798 reviews) | 5.6 (163 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### LivePerson

#### Entry-Level Pricing

Plan: Bronze

Price: Contact Us

Description: Boost agent efficiency with a messaging-first workspace

Key Features:
- Agent & Supervisor Experience: Includes multi-channel agent workspace, cobrowse, secure forms to optimize agent productivity and customer experience.
- Administrative Experience: Includes management console, campaign builder, and allow admins to create and manage users and skills.
- Communication Channels: Includes web, app, SMS, Email Connect, Whatsapp, Apple Messaging for Business, Messenger, Instagram, Google RCS Messaging, Google Business Messaging, Kakao Talk, Line, Viber, WeChat.  X (former Twitter) is supported with additional fees. Includes LivePerson Connect to Messaging (C2M) which is an IVR deflection solution that lets brands move voice calls to messages through the Conversational Cloud platform.

[Browse all 3 editions](https://www.g2.com/products/liveperson/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1734 |
| **LivePerson** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1186 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (985 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1074 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (78 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1216 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (864 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Mobile User Support** | 7.8 (559 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (705 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (650 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1183 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **LivePerson** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (220 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Call Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |
| **LivePerson** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **LivePerson** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (208 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (206 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **LivePerson** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 314 |
| **LivePerson** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | Not enough data | 
| **Social** | 7.4 (270 reviews) | Not enough data | 
| **Web Chat** | 7.9 (276 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (267 reviews) | Not enough data | 
| **Email** | 8.8 (283 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (269 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (259 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (256 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (257 reviews) | Not enough data | 
| **IVR** | 7.2 (261 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (263 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | 8.4/10 | 70 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (55 reviews) | 
| **Route To Human** | Not enough data | 8.1 (58 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.3 (59 reviews) | 

#### Automation - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.6 (55 reviews) | 
| **Integration** | Not enough data | 8.7 (23 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.1 (56 reviews) | 

#### Autonomy -  AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.7 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (5 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | 8.7/10 | 26 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (14 reviews) | 
| **Control** | Not enough data | 8.6 (14 reviews) | 
| **Route To Human** | Not enough data | 8.7 (17 reviews) | 
| **Menu bars** | Not enough data | 8.6 (13 reviews) | 
| **Drip sequences** | Not enough data | 8.7 (10 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Live chat** | Not enough data | 9.2 (15 reviews) | 
| **Integrations** | Not enough data | 9.0 (13 reviews) | 
| **Branding** | Not enough data | 8.7 (15 reviews) | 
| **Analytics** | Not enough data | 8.0 (15 reviews) | 
| **A/B testing** | Not enough data | 8.6 (12 reviews) | 
| **Role-based access** | Not enough data | 9.0 (12 reviews) | 
| **Collection of information** | Not enough data | 8.6 (12 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 8.9 (9 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **LivePerson** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **LivePerson** | 8.2/10 | 26 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 6.9 (19 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 8.2 (19 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 8.2 (16 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 8.5 (19 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 8.0 (18 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 8.1 (19 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 8.7 (20 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.0 (20 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 8.3 (10 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | 8.7 (10 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 176 |
| **LivePerson** | 8.7/10 | 19 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | 8.6 (11 reviews) | 
| **Speech** | 8.0 (144 reviews) | 8.9 (9 reviews) | 
| **Knowledge Base** | 8.2 (145 reviews) | 8.6 (11 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | 9.2 (10 reviews) | 
| **Customization** | 8.2 (149 reviews) | 8.6 (11 reviews) | 
| **Intelligent Routing** | 8.1 (148 reviews) | 8.5 (11 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | 8.3 (12 reviews) | 
| **Language** | 7.7 (140 reviews) | 8.8 (11 reviews) | 
| **Conversational AI** | 7.5 (140 reviews) | 8.8 (12 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | 9.1/10 | 13 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.0 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (8 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1014 |
| **LivePerson** | 8.1/10 | 45 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 7.6 (9 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 8.0 (9 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.8 (9 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.0 (36 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.8 (34 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 7.2 (19 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.6 (28 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.4 (15 reviews) ✓ Verified | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 7.9 (26 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.4 (22 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 7.7 (27 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 8.8 (23 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 7.5 (29 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **LivePerson** | 8.1/10 | 21 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.3 (16 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.0 (9 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 7.5 (8 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.2 (11 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.8 (12 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 7.9 (12 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.2 (12 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.3 (12 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.3 (9 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **LivePerson** | 7.8/10 | 13 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 8.0 (5 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 7.7 (5 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 7.7 (5 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 7.6 (7 reviews) | 
| **Macros** | 8.3 (227 reviews) | 7.5 (6 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 7.4 (7 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.1 (8 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 8.1 (6 reviews) | 
| **Phone** | 8.6 (234 reviews) | 7.8 (6 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.1 (6 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.1 (6 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 7.6 (7 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 7.9 (7 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 8.1 (7 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Problem Solving** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 

#### Outbound Sales

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Follow-Up Scheduling** | Not enough data | Not enough data | 
| **Prospect Prioritization** | Not enough data | Not enough data | 
| **Multichannel Campaign Execution** | Not enough data | Not enough data | 
| **Personalized Outreach** | Not enough data | Not enough data | 
| **Outreach Performance Analytics** | Not enough data | Not enough data | 

#### Inbound Sales

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 
| **Inquiry Routing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Real-Time Engagement** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | 9.2/10 | 23 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 9.2 (6 reviews) | 
| **Contextual Response Generation** | Not enough data | 9.2 (6 reviews) | 
| **Sentiment Analysis** | Not enough data | 9.2 (6 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 9.2 (6 reviews) | 
| **Multilingual Support** | Not enough data | 9.2 (6 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 9.4 (6 reviews) | 
| **Feedback Collection** | Not enough data | 9.2 (6 reviews) | 
| **Escalation Handling** | Not enough data | 9.2 (6 reviews) | 
| **Workflow Optimization** | Not enough data | 8.8 (8 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (10 reviews) | 
| **Feedback Collection** | Not enough data | 9.2 (6 reviews) | 
| **Document Processing** | Not enough data | 9.2 (6 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 9.2 (6 reviews) | 
| **Adaptive Responses** | Not enough data | 9.4 (6 reviews) | 
| **Task Execution** | Not enough data | 9.4 (6 reviews) | 
| **Problem Solving** | Not enough data | 9.4 (6 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (8):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to LivePerson (11):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [SAP Store Software](https://www.g2.com/categories/sap-store), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | LivePerson | 
|---|---|---|
| **Small-Business** | 18.7% | 20.0% | 
| **Mid-Market** | 42.8% | 43.3% | 
| **Enterprise** | 38.5% | 36.7% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### LivePerson

- **Internet:** 14.9%
- **Retail:** 14.4%
- **Telecommunications:** 7.7%
- **Information Technology and Services:** 5.5%
- **Computer Software:** 4.4%
- **Financial Services:** 4.4%
- **Insurance:** 3.9%
- **Apparel & Fashion:** 2.8%
- **Automotive:** 2.8%
- **Outsourcing/Offshoring:** 2.8%
- **Other:** 36.5%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7652 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to LivePerson

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### LivePerson

- Title: [how to use canned responses in LIveEngage if the hot keys combination is not working](https://www.g2.com/discussions/4254-how-to-use-canned-responses-in-liveengage-if-the-hot-keys-combination-is-not-working) — 2 comments, 1 upvote
  > **Top comment:** "I don't know but for a work around I would think using a word doc or PDF with the canned responses on them that you could copy and paste till liveengagr..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-liveperson)