LivePerson, a global leader in conversational AI and digital transformation, has introduced its latest innovation Conversation Simulator, a cutting-edge platform designed to help enterprises test, train, and validate generative AI systems before deployment. This new environment tackles three of the biggest hurdles in GenAI adoption: accuracy, compliance, and risk management.
As companies across industries race to embed GenAI into their customer experiences, many encounter obstacles due to the technology’s unpredictable behavior. Recognizing this challenge, LivePerson developed Conversation Simulator to create a secure and measurable way to ensure GenAI performs reliably before interacting with real customers.
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“With Conversation Simulator, we’re giving brands the ability to test, train and validate AI before it ever reaches a customer, making generative AI more predictable, measurable and ready for the enterprise,” said John Sabino, CEO of LivePerson. “We’re one of the only companies in the market that provides this assurance for both AI and human agents. Conversation Simulator is already resonating with our customers: Brands like Telstra, Australia’s leading telecom provider, are actively using the product and seeing early results.”
Unlike other AI testing tools, Conversation Simulator is vendor-agnostic, enabling it to seamlessly integrate across a brand’s entire conversational ecosystem. The platform employs synthetic customers AI-driven personas that mimic real customer interactions to identify potential risks, assess performance, detect LLM drift, and ensure compliance with brand standards before launch.
Moreover, the solution directly addresses two major pain points in customer-facing AI deployment:
- Enhancing Predictability and Safety:
Conversation Simulator stress-tests AI agents, chatbots, and knowledge databases through realistic, multi-turn conversations. This helps detect hallucinations, policy violations, and tone inconsistencies before going live, ensuring GenAI systems operate with greater reliability and compliance. - Accelerating Human Agent Training:
The platform automates real-world role-playing scenarios to onboard and upskill customer service agents faster. By transforming training into an interactive, data-driven process, organizations can reduce training time from weeks to mere hours.
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Many enterprises often halt their GenAI initiatives at the pilot stage due to lingering doubts about accuracy and governance. LivePerson’s proactive approach replaces reactive monitoring with built-in assurance, giving organizations a robust framework to:
- Validate AI models for accuracy, safety, and compliance before deployment.
- Use synthetic data to simulate edge cases and high-risk scenarios.
- Continuously monitor AI and human performance in line with global standards like the EU AI Act and NIST AI RMF.
- Generate audit-ready documentation of AI testing, governance, and outcomes for both internal and external stakeholders.
Ultimately, Conversation Simulator transforms how enterprises develop and deploy generative AI. Instead of taking a leap of faith, businesses can now rely on a tested, transparent, and repeatable process making GenAI integration safer, faster, and more predictable than ever before.
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