Real-World Case Studies and Customer Success Stories with Liveperson AI Chatbot

LivePerson helped The RealReal create easy, effortless, and personalized digital customer experiences. The RealReal reduced call wait times to under... 1 minute and shifted 40% of contacts to messaging in 6 months. They saw a 10% increase in CSAT and a 50% drop in agent attrition after launch. LivePerson's conversational intelligence tools gave fast insights into customer pain points. The RealReal improved support and member satisfaction using AI-powered messaging.
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LivePerson Conversational Cloud helped a bridal retailer stay open during the COVID-19 pandemic. The company used conversational AI and a... bridal concierge bot to move sales and support online. They quickly shifted hundreds of in-store associates to digital messaging. Online revenue grew fast. Messaging sales increased by 700%. Messaging volume rose 7.5 times. The VP of customer service said messaging saved their business.
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Analytics Studio by LivePerson helped a leading online musical instruments retailer keep their call data safe and PCI compliant. The retailer needed... to protect sensitive cardholder data without losing important customer conversation details. Analytics Studio used AI to scrub sensitive data from call recordings while keeping audio quality high. The retailer now uses call data to improve customer experience, coach sales engineers, and make better business decisions. They also monitor privacy permissions and analyze call data at scale.
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LivePerson’s Conversational Cloud powered Walmart’s digital transformation. Nativa used LivePerson’s technology to build a FAQ-Transactional Bot for Walmart’s WhatsApp channel.... This improved user experience and made searches, inquiries, and purchases easier. Walmart saw a 60% increase in productivity and a 10-point rise in CSAT/NPS. Automated customer service also brought significant operational savings.
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LivePerson Conversational Cloud helped a nationwide bridal retailer boost customer convenience. 41% of customers chose to use text messaging. The... retailer achieved over a 60 NPS score and 90% first call resolution. They used AI chatbots and automation to let customers book appointments and get help 24/7. The solution reduced costs and improved customer satisfaction without adding staff.
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LivePerson Analytics Studio helped a leading online musical instruments retailer keep PCI compliance for call recordings. The retailer used the... conversation intelligence software to scrub sensitive data while keeping valuable call details. This improved customer experience, sales coaching, and data-driven decisions. The company added rep tenure, customer demographics, and sentiment analysis to call data. Analytics Studio also helped monitor privacy permissions and maintain high audio quality.
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LivePerson's Conversational Cloud helped David's Bridal improve customer service and booking. 41% of customers chose to use text messaging. The... company achieved over a 60 NPS score and 90% first call resolution. Automation included a concierge bot and appointment bot for booking. Apple Business Chat integration further boosted customer satisfaction.
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Tenfold, now part of LivePerson, helped a leading furniture and home décor retailer boost agent productivity. The retailer needed to... give over 700 call center agents easy access to customer data hidden in their phone system. Tenfold integrated with their existing phone provider and Salesforce CRM, enabling features like Local Presence dialing and automated call logging. Connection rates increased by 30%, outbound calls doubled, and agent productivity rose by the equivalent of 38 employees in six months.
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LivePerson's AI-powered chatbots and WhatsApp helped Najm, a leading Saudi insurer, cut response times from 3 hours to 15 minutes. Najm shifted from... voice-only support to digital messaging, improving customer experience and operational efficiency. The company now handles 250,000 conversations monthly, with 40% on WhatsApp. This digital transformation reduced contact center costs by 60%.
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LivePerson Conversational Cloud helped Legal&Tax, a South African insurer, launch an AI business assistant on WhatsApp. Customers can log claims,... get legal, tax, and debt advice, and switch between bot and human agents. The solution improved agent efficiency by 300%. Legal&Tax now offers 24/7 customer service and plans to expand API integration for end-to-end claims and administration. Proactive Messaging increased customer conversions.
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Analytics Studio from LivePerson helped a dental insurance agency transform its call center operations. The agency handled over 700,000 calls... each year and struggled with manual data entry and long hold times. By using AI-powered voice analytics, they aimed to reduce average handle time by 10%. The solution eliminated six months of IT work by automating data extraction and loading into Tableau dashboards. The agency now accesses real-time insights to improve efficiency and customer service.
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LivePerson's Conversational Cloud helped Bupa boost customer satisfaction with a digital engagement strategy. Bupa saw a 55% year-over-year growth in... messaging demand and a 129% increase in WhatsApp IVR deflect volumes. Assisted channels delivered a 21% higher average order value. Messaging agents handled 64% more volume per month than voice agents. The platform improved customer experience and agent productivity in the insurance sector.
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LivePerson's WhatsApp Business integration helped MDabroad, a global insurance partner, improve patient assistance services. MDabroad faced high call and email... volumes and low agent efficiency. By shifting to WhatsApp messaging, agents handled 18% more cases. Patients and providers now share documents and schedule visits easily. The solution increased service quality and gave MDabroad a competitive edge in insurance technology.
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Analytics Studio from LivePerson helped a dental insurance agency transform its call center. The agency handled over 700,000 calls each... year. Before, they used spreadsheets and manual call categorization. With Analytics Studio, they automated data extraction and loaded it into Tableau dashboards. This cut 6 months of IT work and aimed to reduce talk time by 10%. The solution improved efficiency and gave real-time insights for digital transformation.
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LivePerson's Voice to Messaging and WhatsApp integration helped Zurich UK cut average claim settlement time to 13 minutes. Zurich saw a... 149% increase in customer messages and a +69 NPS. Customers now use digital channels like WhatsApp and web chat for claims. The new process lets users upload documents and get proactive updates. Zurich also launched a video chat tool to improve communication.
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LivePerson's Conversation Builder helped HSBC automate customer service. HSBC created new roles like Bot Manager and Conversation Designer for its... 19,000+ agents. Within 5 months, HSBC UK achieved over 90% CSAT week-over-week. The solution let agents build and manage chatbots without code. HSBC expects messaging to handle over 50% of contact centre interactions by 2023.
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LivePerson's platform helped Frost Bank achieve a 91% CSAT by enabling 24/7 live human customer support. Frost Bank used web... and in-app messaging to let customers connect with real people, not bots. Over 70% of messaging interactions now happen in the Frost mobile app. The bank handles more than 250,000 conversations per year. First response time is under 60 seconds, improving digital customer experience and agent productivity.
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Capitec used LivePerson's conversational AI to improve digital banking. Many clients had to delete banking apps due to limited phone... storage and data. Capitec let clients use WhatsApp for banking instead. This made banking easier and more personal. The client base grew by 37%. In 2023, there were 15 million client conversations, with 7 million on WhatsApp. Customer satisfaction reached 78%. First contact resolution was 71%. Agent efficiency doubled.
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LivePerson Conversational Cloud helped Royal Bank of Scotland (RBS) scale digital banking. RBS now serves over 6.1 million mobile app... users and handles more than 63,000 weekly messaging conversations. Automation with the Cora bot, built on IBM Watson, answers 27% of customer queries. RBS uses messaging, chatbots, and in-app messaging to improve customer service. The bank aims to boost digital engagement and proactive outreach.
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LivePerson's Conversational Cloud powers buddybank, a fully conversational, app-based bank. Customers get 24/7 concierge service through in-app messaging, with no... phone number or FAQ. Since launch, buddybank has grown by hundreds of new customers daily. Results include 95% CSAT, 92% Apple Pay users, and 76% new UniCredit customers. Average wait time for first response is just 30 seconds.
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LivePerson's Conversational Cloud helped Bankwest boost digital customer service CSAT to 93%. The bank replaced its old chat with secure... web and in-app messaging. Customers can now message anytime, on any device. CSAT rose by over 8%, and concurrency doubled. Nearly 20% of care now happens through messaging, improving agent productivity and morale.
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LivePerson’s Conversational Cloud helped SKY Cable Corporation move from a traditional call center to a remote, multi-channel support team during the COVID-19 pandemic. SKY launched support... on Twitter, Facebook, and Viber, and introduced Kyla, an AI-powered chatbot using natural language processing. In 6 months, SKY reduced average customer handle time from hours to minutes. 1 in 5 conversations were fully handled by chatbots. Bot-contained conversations reached a 77% CSAT score, with a 70% CSAT improvement in 2 months. SKY closed 155,000 conversations per month and saw a 35% increase in agency efficiency.
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LivePerson's conversational messaging helped KDDI reach a 90% customer satisfaction score, its highest ever. KDDI used LivePerson to expand digital... channels and improve communication with customers. Messaging now outperforms call centers in customer satisfaction and reduces operator turnover. The solution supports channels like LINE and Apple Messages for Business. KDDI improved support for younger customers and increased retention.
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Virgin Media O2 used LivePerson's Conversational Cloud to switch from synchronous web chat to asynchronous messaging. This change solved issues... with lost conversations during commutes and improved customer engagement. The company saw 1 in 5 online broadband sales and 1 in 3 mobile and new acquisition sales come through digital channels. Their triage bot, Terri, helped identify customer intent and guide users efficiently. The approach built a strong foundation for seamless digital customer engagement.
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LivePerson's conversational AI platform helped Talkmobile achieve a 92% customer satisfaction score and a 66 NPS. Talkmobile used digital channels,... web messaging, and secure forms to improve customer service. First contact resolution reached 89%. Response times dropped to under one minute. Talkmobile won multiple UK and international customer experience awards for their digital transformation.
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LivePerson's Conversational Cloud helped Sky UK transform telecom customer service. In 12 weeks, Sky achieved 2.2x efficiency over voice and... shifted 30% of uncontained calls to messaging. Customer satisfaction reached 80-90%. 1,200 agents moved to messaging, with 90% expressing high satisfaction. Sky used SMS, Facebook Messenger, and in-app messaging to replace traditional web chat and phone calls.
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Virgin Media used LivePerson's Conversational Cloud to boost digital sales. They automated and personalized conversations, leading to over 1 million... conversations per year. Messaging drove 20% incremental sales and 42% conversion rates. The company saw a 29% reduction in cost per acquisition and improved CSAT to 86%. Out-of-hours bots added 10% more sales, making digital conversations 25% more cost effective than analogue ones.
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LivePerson’s Conversational Cloud helped Getnet shift from voice to digital customer support. Getnet wanted to improve WhatsApp integration and automate... service for better efficiency. The solution enabled a 20-day migration and quick deployment. Digital engagement grew by 74%. Customer satisfaction (CSAT) rose from 44% to up to 87% in under a year. The new system reduced costs and made support easier for both customers and staff.
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Tenfold helped Transamerica boost Salesforce user adoption and streamline workflows. Advisors now save 32-64 minutes of outbound time daily. This... equals the productivity of one extra advisor for every seven on staff. Call Quality Managers can review twice as many advisor calls each month. Transamerica secured $3.2M in new annual revenue using Tenfold's analytics and Salesforce integration.
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LivePerson helped The CMI Group make debt collection more efficient with SMS messaging. CMI replaced repeated phone calls with SMS,... leading to faster responses. SMS messages get a 98% open rate and 45% response rate, much higher than phone calls. This approach improved customer experience and engagement. CMI also uses LivePerson’s Meaningful Conversation Score to track real-time customer sentiment.
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LivePerson helped Hyundai Capital America shift from a voice-based contact center to a messaging-first strategy. The company used chatbots and... multi-channel messaging to serve over 100,000 customers monthly. Customer satisfaction reached 94%. The digital transformation achieved an 89% containment rate. Hyundai Capital America improved customer experience and saw strong ROI with LivePerson's AI chatbot and messaging solutions.
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LivePerson helped SportPesa shift 70% of customer interactions in Kenya to digital channels. The company used Conversational Cloud and AI-powered... automation to replace voice support and unify messaging. Automated bots achieved a 58% containment rate, and customer satisfaction reached 80%. SportPesa now delivers seamless, multilingual support across Africa, improving customer experience and operational efficiency.
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LivePerson Conversational Cloud helped Betcris improve customer service with AI-powered chatbots. Betcris wanted to give fast, accurate, and helpful support... to a diverse customer base. They used LivePerson to automate answers, give personalized recommendations, and process transactions. A small team of three managed AI conversations in three languages across Latin America, Canada, and Europe. Betcris combined AI and human agents to make sure customers felt secure and satisfied.
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LivePerson helped a leading sports entertainment company transform customer experience with Conversational AI. 70% of customer interactions in Kenya are... now digital. Automated bots achieved a 58% containment rate. Customer satisfaction reached 80%. The company unified messaging, improved agent tools, and delivered seamless support across regions and languages.
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LivePerson Conversational Cloud helped Betcris, a Latin American sports betting service, improve customer experience with advanced intent detection and Spanish NLU. Betcris deployed hundreds... of bots in Spanish, English, and Portuguese. They saw a 15% improvement in classified rate and reached a 91% confidence score in just 5 weeks. 27% of conversations were fully contained by automation. Betcris values innovation and secure digital messaging for their customers.
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LivePerson’s generative AI agents helped Open Universities Australia triple lead qualification rates compared to self-searching and double them over scripted chatbots. The AI agent... responded to student questions in just 6.3 seconds, much faster than human advisors. OUA used LivePerson’s AI Studio to build a conversational, human-like experience for prospective students. Customer satisfaction scores increased after implementing the generative AI solution. The platform improved recruitment and made student engagement more personal and efficient.
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LP 360 by LivePerson helped Mindvalley cut response times from 7 days to 30 minutes. Mindvalley switched from email-only support... to a managed contact center. The new system handles 120,000 conversations each year. Customer satisfaction reached 91%. Handling time dropped by 26%. Mindvalley now delivers faster, more personal customer service with digital channels and expert agents.
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Tenfold unified student data for a university admissions office. The team struggled with scattered data across Salesforce and Banner, slowing... call handling and hurting student relationships. Tenfold integrated with Salesforce and their Avaya phone system, letting staff log and access all student info in one place. This made helping students faster and improved recruitment productivity. Staff could now focus on building relationships, not repeating questions.
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LivePerson's Conversational Cloud helped Open Universities Australia boost customer satisfaction from 60% to 80%. The lead generation bot delivered a... 250% ROI in just six weeks. In the first two days, the bot handled 2,500 conversations. The solution replaced static lead forms with AI-powered chatbots across web, Facebook Messenger, and other channels. This shift saved advisor time and improved student engagement.
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LivePerson Voice bot AI helped an urgent care provider manage a surge in patient calls. The provider deflected 40% of... daily calls to SMS messaging, reducing staff stress and improving response rates. Integration with Conversational Cloud and IVR enabled fast, seamless patient communication. The solution streamlined customer service and improved the patient experience. Staff could focus more on care, not just answering phones.
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LivePerson Voice bot AI helped an urgent care provider manage a surge in patient calls. The provider deflected 40% of... daily calls to SMS messaging, easing staff workload and improving response rates. The integration of Conversational Cloud and Voice bot streamlined patient communication. Staff stress dropped and patients got answers faster. The solution improved call answer rates and created a better healthcare experience.
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LivePerson’s Conversational Intelligence suite helped a leading UK energy company achieve 82% first contact resolution and a 4. 3/5 ease score....The company used intent analysis to better understand customer needs, especially during the 2021 UK energy crisis. This improved customer engagement and enabled agile crisis response. The digital transformation also increased containment rate to 23%, supporting more efficient and personalized service.
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LivePerson’s Conversational Intelligence suite helped a leading UK energy company achieve 82% first contact resolution and a 23% containment rate. The company used... intent analysis to better understand customer needs, especially during the 2021 UK energy crisis. They improved customer engagement and provided more personalized service. The digital transformation supported their goal of helping the UK reach net zero emissions.
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LivePerson’s Conversational Cloud helped Consensys manage over 30 million active users and 1,000% business growth in one year. The company replaced... traditional support with Conversational AI to handle a surge of 36,000 new support tickets weekly. The solution cut first response time to 30 seconds from 10 days and reduced average handle time to 33 minutes from 1.5 days. Consensys achieved a 92% bot intent match rate, improving customer engagement and support for crypto users.
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LivePerson’s Conversational Cloud helped a leading blockchain company manage 1,000% business growth and over 30 million users. The company replaced... traditional support with Conversational AI to handle 36,000 new support tickets weekly. They achieved a 30-second average first response time, down from 10 days. Average handle time dropped to 33 minutes from 1.5 days. The bot intent match rate reached 92%, improving customer engagement and support automation.
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LivePerson's Conversational Cloud helped a publicly traded B2B SaaS company improve customer support. The company faced slow chatbot updates and... low customer satisfaction. By using generative AI and Conversation Assist, they cut bot deployment time by 50%. They achieved a 70% deflection rate, 44% first contact resolution, and boosted NPS for their AI chatbot from -25 to 50. Slack and API integrations improved agent efficiency and customer experience.
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LivePerson's Conversational Cloud helped Conduent boost support efficiency by 2-3X over voice channels. Over 400 Conduent support reps now use... AI-powered asynchronous messaging to serve employees and retirees. The platform handles 20,000 interactions per month. Average resolution time with bots is just 3 minutes. Conduent improved operational efficiency by 30-40% using digital HR solutions.
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LivePerson's Conversational Cloud helped a major UK media company automate and personalize digital sales. The company handled over 1 million... conversations per year and achieved 20% incremental sales through messaging. They saw a 42% conversion rate, 86% CSAT, and a 29% reduction in cost per acquisition. Digital conversations became 25% more cost effective than analogue. Out-of-hours bots added 10% incremental sales, ensuring no sales were lost when contact centers closed.
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LivePerson’s Conversational Cloud helped a leading Brazilian airline cut its customer service queue by 84%. The airline switched from traditional... chat to an asynchronous conversational model. In 10 months, they saw a 42% increase in conversations handled by human agents. AI resolved 59% of new conversations within the bot. The project boosted operational efficiency and improved customer experience.
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LivePerson helped Mouser Electronics handle a surge in customer service demand during the pandemic. Mouser deployed 21 customer service bots... in 13 languages, supporting 250,000 annual interactions. The company achieved a 92% CSAT by expanding digital channels and using dynamic routing. Messaging, including WeChat for APAC, enabled Mouser to scale support and improve customer experience. Mouser's digital transformation with LivePerson ensured high-quality service across all channels.
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LivePerson helped the Project Management Institute (PMI) move 88% of customer conversations from phone and email to messaging channels. PMI used LivePerson’s... AI and automation to improve digital customer service. The PMI Virtual Assistant now handles about 38% of incoming chats. This shift led to a 24% increase in contained conversations year over year. Webchats grew by 24% and messaging by 42%.
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LivePerson's Conversational Cloud helped Azul, Brazil's largest airline by takeoffs and cities served, shift from traditional chat to an asynchronous conversational model. In 10 months,... Azul reduced its customer service queue by 84%. The airline saw a 42% increase in conversations handled by human messaging agents and 59% of new conversations resolved by AI bots. This improved operational efficiency and customer experience in the travel and hospitality sector.
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LivePerson’s Analytics Studio helped Avantive Solutions improve sales efficiency and conversion rates. The company used call center voice analytics and... machine learning to analyze 100% of agent calls. This led to better agent feedback, streamlined coaching, and improved legal compliance. Avantive Solutions identified top-performing sales tactics and optimized training. The solution increased credibility with agents and delivered measurable gains in contact center performance.
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