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LiveChat

Enterprise live chat platform with AI-augmented customer support workflows

Enterprise Choice

Mature 20+ year live chat platform owned by publicly-traded Text S.A. (WSE: TXT, $88.9M annual revenue) serving 37,000+ businesses including Adobe, PayPal, IKEA. NOT a RAG-as-a-Service platform—operates as human-agent live chat with AI augmentation features. Proprietary AI engine (not LLM model selection), limited knowledge sources (PDFs/websites only), no vector database controls, no anti-hallucination mechanisms. Strong for traditional customer support workflows. $20-$59/agent/month + $52/month ChatBot addon.

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Overall Rating

4.3

2400 reviews

Features4.4
Ease of Use4.3
Support4.5
Value4.1
Performance4.4

Company Information

Founded

2002

Headquarters

Wroclaw, Poland

Company Size

201-500 employees

Funding

Management Buyout - Tar Heel Capital investor

Pros

  • Mature 20+ year platform with proven enterprise reliability (Adobe, PayPal, IKEA, Samsung, Best Buy)
  • 200+ integrations with robust Zapier support (5,000+ app connections) and comprehensive webhooks
  • Exceptional compliance portfolio: SOC 2 + GDPR + HIPAA + ISO 27001 + PCI DSS + FedRAMP + CSA Star Level 1
  • Well-documented developer platform with REST + WebSocket APIs, official SDKs (JS/Node/iOS/Android/Customer), Postman collections
  • 24/7 customer support consistently praised in reviews (4.5/5 G2, 4.6/5 Capterra with 2,400+ reviews)
  • Strong AI agent assist features (Reply Suggestions, Text Enhancement, AI Summaries, AI Insights) for productivity
  • WCAG 2.1 AA accessibility compliance with screen reader and keyboard navigation support
  • Extensive widget customization (live editor, themes, custom CSS, light/dark modes, mobile responsiveness)
  • Real-time operational analytics with benchmark comparisons, staffing predictions, conversion tracking
  • Strong data privacy: Customer data never used for training, zero-retention policies with AI partners

Cons

  • NOT a RAG-as-a-Service platform - architecture optimized for human-agent live chat, not autonomous retrieval
  • Proprietary AI engine only - NO LLM model selection (GPT-4, Claude, Gemini, custom models unavailable)
  • NO vector database controls - chunking parameters, embedding models, similarity thresholds not exposed
  • NO anti-hallucination mechanisms or citation attribution - responses cannot be traced to source documents
  • Limited knowledge sources: PDFs and websites only (max 2,000 pages/website, 10-30 files per plan) vs 1,400+ formats in RAG platforms
  • NO RAG-specific APIs for semantic search, retrieval configuration, or embedding management
  • NO cloud storage native integrations (Google Drive, Dropbox, OneDrive, Notion) for knowledge base sync
  • NO Python SDK - JavaScript/Node.js/mobile SDKs only, limiting backend integration options
  • ChatBot automation requires separate $52/month purchase - AI features fragmented across product ecosystem
  • Per-agent pricing escalates at scale: 10-agent team = $462-$642/month (vs per-project pricing in RAG platforms)

Key Highlights

20+ year enterprise maturity with 37,000+ businesses
200+ integrations including comprehensive Zapier ecosystem
7 compliance certifications (SOC 2, HIPAA, ISO 27001, PCI DSS, FedRAMP, CSA Star, GDPR)
Real-time REST + WebSocket APIs with official SDKs

Best Use Cases

Human-agent live chat for customer support teams (primary use case)
AI-augmented agent productivity with reply suggestions and text enhancement
Omnichannel customer communication (web, mobile, social, messaging apps)
E-commerce customer support with Shopify/WooCommerce/BigCommerce integration
Enterprise customer service with compliance requirements (HIPAA, FedRAMP, ISO 27001)
Workflow automation via Zapier/webhooks triggered by chat events
Custom widget development with Customer SDK for branded experiences
NOT suitable for: Autonomous RAG retrieval, LLM model routing, vector database control, anti-hallucination requirements

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