LivePerson announced the launch of Conversation Simulator, a new testing and analysis environment designed to help brands deploy generative AI more safely and effectively before interacting with customers. The platform is intended to address key issues that have slowed the adoption of generative AI, including accuracy, compliance, and operational risk.
The company noted that while enterprises are rapidly exploring AI-driven customer engagement, many programs stall before production due to concerns about the unpredictable behavior of models. The Conversation Simulator is designed to provide a controlled and measurable environment where AI systems and human agents can be trained and evaluated before being used in real customer scenarios.
The platform functions as a vendor-agnostic system capable of testing an organization’s entire conversational AI ecosystem. It uses synthetic customer personas that replicate realistic customer interactions to identify performance risks, monitor potential model drift, and verify compliance with brand and regulatory standards. The tool is also designed to improve training efficiency for human agents by simulating real-world conversations within their existing work environments, potentially reducing onboarding periods from weeks to hours.
Conversation Simulator supports proactive governance by allowing enterprises to validate model accuracy and policy compliance before launch, accelerate AI system onboarding, continuously monitor agent performance, and maintain audit-ready documentation aligned to frameworks such as the EU AI Act and NIST AI RMF.
By enabling organizations to test and tune conversational AI systems in advance thoroughly, LivePerson aims to shift AI deployment from a high-risk leap into a repeatable operational process.
KEY QUOTES:
“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. 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.”
John Sabino, CEO of LivePerson
