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

LivePerson helped The RealReal shift 40% of customer contacts to messaging in 6 months. The company saw a 10% increase... in customer satisfaction and a 50% drop in agent attrition after launch. LivePerson’s conversational AI and automation tools improved the consignor experience and reduced wait times to under a minute. Integration with CRM and messaging channels made support more personal and efficient. The RealReal now delivers luxury-level digital customer experiences with fast, data-driven support.
Show More..

LivePerson's conversation intelligence software helped Sweetwater, a leading online musical instruments retailer, achieve PCI compliance for call recordings. The solution used... AI to scrub sensitive data while keeping valuable customer insights intact. Sweetwater improved coaching for sales engineers and gained deeper understanding of customer sentiment. The company identified common objections and enhanced training for its team. With LivePerson, Sweetwater now makes data-driven decisions and delivers a better customer experience.
Show More..

Tenfold, now part of LivePerson, helped a leading furniture and home décor retailer boost agent productivity by 20%. The company integrated... Tenfold with Salesforce, giving over 700 call center agents instant access to customer data. Connection rates rose by 30% and outbound call volume doubled. In six months, the retailer logged over 2.3 million calls and saved the equivalent of 38 employee hours. Managers gained new analytics and coaching tools, improving team performance.
Show More..

LivePerson technology helped Walmart Mexico transform its digital customer experience. Nativa used LivePerson 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 led to significant operational savings.
Show More..

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.
Show More..

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.
Show More..

Tenfold, now part of LivePerson, helped a leading furniture and home décor retailer boost agent productivity. The company needed to... give over 700 call center agents easy access to customer data hidden in their phone system. Tenfold integrated with their existing phone and CRM systems, enabling features like automated call logging and team analytics. Connection rates rose by 30%, outbound calls doubled, and agent productivity increased by the equivalent of 38 employees in six months. Managers gained new analytics and coaching tools, improving team performance.
Show More..

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.
Show More..

LivePerson helped The RealReal shift 40% of customer contacts to messaging in 6 months. Wait times dropped to under 1... minute for voice and 2 minutes for messaging. Customer satisfaction increased by 10%. Agent attrition fell by 50% after launch. Automated messaging and AI chatbots improved the consignor experience and built trust. The RealReal now delivers fast, personalized digital support for luxury resale.
Show More..

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.
Show More..

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.
Show More..

Zurich UK used LivePerson to improve customer engagement in insurance claims. They shifted from phone and email to digital messaging... channels, including WhatsApp and video chat. This change reduced the average claim settlement time to just 13 minutes. Messaging volume increased by 149% and customer satisfaction rose, with a +69 NPS. Agents can now help more customers at once, making the process faster and easier for everyone.
Show More..

Najm used LivePerson and WhatsApp to transform customer service. They moved from phone-only support to AI-powered chatbots and messaging. Response... times dropped from three hours to 15 minutes. Contact center costs fell by 60%. Now, 40% of customer conversations happen on WhatsApp. Najm won three awards for customer service after this change.
Show More..

MDabroad used LivePerson’s WhatsApp Business integration to improve patient assistance services. They faced high call and email volumes and low... agent efficiency. With WhatsApp, patients could share documents and providers could schedule visits and send invoices. Agents matched WhatsApp IDs to their CRM for faster service. This led to an 18% increase in cases handled per agent. MDabroad now plans to automate 70% of inquiries with chatbots.
Show More..

Legal&Tax used LivePerson to launch an AI business assistant on WhatsApp. The solution lets clients log service requests, get legal,... tax, and debt advice, and speak to human agents if needed. Agent efficiency improved by 300% after implementation. The platform supports 24/7 customer service and is expanding to more business units. Legal&Tax plans deeper API integration for end-to-end service and claims management.
Show More..

LivePerson and WhatsApp Business helped MDabroad improve patient assistance services. MDabroad used WhatsApp to cut call and email volume and... boost agent efficiency. Patients and providers could share documents and schedule visits through messaging. Agents handled 18% more cases per person after switching to WhatsApp. MDabroad now plans to automate 70% of inquiries with chatbots.
Show More..

LivePerson Analytics Studio helped a dental insurance agency analyze 100% of their 700,000 annual calls. The agency reduced average handle... time by 10% and eliminated 6 months of IT effort with automated data warehousing and Tableau dashboards. They identified that 12% of provider calls were simple claim status requests, leading to the development of a self-service portal. Emotion analysis improved call routing and customer satisfaction. Automated agent scorecards and PCI compliance features enhanced performance tracking and data security.
Show More..

LivePerson helped Legal&Tax, a South African insurer, launch an AI business assistant on WhatsApp. The solution lets clients log service... requests, get legal and tax advice, and switch easily between bot and human agents. Agent efficiency improved by 300% after implementation. The platform now supports claims, professional advice, and afterhours BPO. Legal&Tax plans to expand API integration for end-to-end service.
Show More..

Zurich UK used LivePerson to improve customer engagement in insurance claims. They shifted from phone and email to digital messaging... channels, including WhatsApp and video chat. This change cut the average claim settlement time to just 13 minutes. Messaging volume rose by 149%, and customer satisfaction increased. Agents can now help more customers at once, making the process faster and easier for everyone.
Show More..

Najm used LivePerson and WhatsApp to improve customer service. They switched from phone-only support to AI-powered chatbots and messaging. Response... times dropped from three hours to 15 minutes. Contact center costs fell by 60%. Now, 40% of customer conversations happen on WhatsApp. Najm won three awards for customer service after this change.
Show More..

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.
Show More..

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.
Show More..

Talkmobile used LivePerson’s conversational AI platform to improve digital customer service. They automated common inquiries and expanded support to web... messaging, Facebook Messenger, and Twitter. After switching to asynchronous messaging, they saw a 60% increase in monthly volume. Their customer satisfaction score reached 92%, with an NPS of 66 and first contact resolution at 89%. Talkmobile won multiple customer service awards in 2023 and 2024.
Show More..

LivePerson’s Conversational Cloud helped SKY Cable Corporation cut average customer handle time from hours to minutes. SKY launched chatbot automation... across Twitter, Facebook, and Viber, introducing Kyla, an AI-powered virtual agent. In just six months, 20% of conversations were fully handled by chatbots, CSAT for bot-contained chats hit 77%, and overall CSAT improved by 70%. SKY closed about 155,000 conversations per month and saw a 35% increase in agent efficiency. Customers and agents both reported strong satisfaction with the new messaging channels.
Show More..

Sky UK used LivePerson to transform telecom customer service. They let customers switch from phone calls to SMS and Facebook... Messenger. In 12 weeks, messaging was 2.2 times more efficient than voice. 30% of uncontained calls moved to messaging. Customer satisfaction reached 80-90%. 1,200 agents switched to messaging, and 90% were happy with the change.
Show More..

KDDI used LivePerson's conversational messaging to improve customer service. The company achieved a 90% CSAT score, its highest ever, by... expanding digital channels and offering messaging options like LINE and Apple Messages for Business. Messaging outperformed call centers in customer satisfaction and reduced operator turnover by 1.5%. Bots doubled operator productivity and helped lower costs. The solution also made it easier to support younger customers who prefer messaging over calls.
Show More..

Talkmobile used LivePerson’s conversational AI platform to transform digital customer service. They automated common inquiries and expanded support to web... messaging, Facebook Messenger, and Twitter. Secure forms and in-app messaging made account access and support faster and safer. Talkmobile achieved a 92% customer satisfaction score, 66 NPS, and 89% first contact resolution. Their response times dropped to under one minute, earning multiple UK customer service awards.
Show More..

Sky UK used LivePerson to transform its telecom customer service. They let customers switch from phone calls to SMS and... Facebook Messenger. In 12 weeks, Sky saw 2.2x efficiency over voice and moved 30% of uncontained calls to messaging. Customer satisfaction reached 80-90%. Over 1,200 agents switched to messaging, with 90% happy about the change. Sky plans to keep improving digital customer care with new messaging and bot technology.
Show More..

LivePerson’s Conversational Cloud helped SKY Cable Corporation transform its support team during the COVID-19 pandemic. SKY launched AI-powered messaging on... Twitter, Facebook, and Viber, introducing Kyla, an automated chatbot. Average customer handle time dropped from hours to minutes. 20% of conversations are now fully handled by chatbots. SKY saw a 70% improvement in customer satisfaction and a 35% increase in agent efficiency. The team now closes about 155,000 conversations per month.
Show More..

KDDI used LivePerson's conversational messaging to improve customer satisfaction. The company achieved a 90% CSAT score, its highest ever, by... expanding digital channels like LINE and Apple Messages for Business. Messaging outperformed call centers in customer satisfaction and reduced operator turnover by 1.5%. Bots doubled operator productivity and helped lower costs. Employee satisfaction also increased with the new messaging system.
Show More..

Virgin Media used LivePerson to build a conversational selling machine. They automated and personalized sales conversations, leading to 1 million+... conversations per year. Messaging drove 20% incremental sales and 42% conversion rates. The company reduced cost per acquisition by 29% and achieved 86% customer satisfaction. Bots and agents worked together, cutting agent handling time by 13.5%.
Show More..

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.
Show More..

LivePerson helped Royal Bank of Scotland scale digital customer support. RBS now serves over 6.1 million mobile app users. Messaging... and automation handle more than 63,000 weekly conversations. The Cora bot, built on IBM Watson, speaks to 40,000 customers daily and resolves 27% of queries. RBS uses LivePerson to connect with customers across mobile and digital channels.
Show More..

HSBC used LivePerson’s intelligent automation to launch Conversational Banking. The bank empowered agents to design and manage chatbots, creating new... roles like Conversation Designer and Bot Manager. Within five months, HSBC UK achieved over 90% CSAT week-over-week. The move reduced repetitive tasks for agents and opened new career paths. HSBC expects messaging to handle over half of contact centre interactions by 2023.
Show More..

LivePerson helped Frost Bank maintain a 91% customer satisfaction score with 24/7 live human support. Frost Bank used LivePerson’s platform... to expand messaging channels and improve agent productivity. Over 70% of messaging interactions now happen in the Frost mobile app. Agents use generative AI tools like Copilot and KnowledgeAI to respond faster and more accurately. Frost Bank handles over 250,000 conversations per year and keeps first response times under 60 seconds.
Show More..

Royal Bank of Scotland uses LivePerson Conversational AI to support over 18 million customers. The bank saw mobile app users... surpass online users in 2017. With LivePerson, RBS scaled from 5 to 1,000 agents and now handles over 63,000 weekly messaging conversations. Automation with the Cora bot answers 27% of customer queries and speaks to 40,000 customers daily. RBS continues to expand digital touchpoints and messaging for better customer service.
Show More..

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.
Show More..

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.
Show More..

HSBC used LivePerson's intelligent automation to launch Conversational Banking. Over 19,000 agents gained new roles like Conversation Designer and Bot... Manager. Within five months, HSBC UK achieved over 90% CSAT week-over-week. The solution let nontechnical staff build and manage chatbots, reducing repetitive tasks. This move created new career paths and improved employee satisfaction.
Show More..

LivePerson helped Frost Bank maintain a 91% customer satisfaction score with 24/7 live human support. Frost Bank used LivePerson’s platform... to expand messaging channels and improve agent productivity. Over 70% of messaging interactions now happen in the Frost mobile app. Agents use generative AI tools like Copilot and KnowledgeAI to respond faster and more accurately. Customers get a first response in under 60 seconds, with more than 250,000 conversations per year. Frost Bank has ranked #1 in retail banking customer satisfaction in Texas for 15 years.
Show More..

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.
Show More..

Tenfold, now part of LivePerson, unified student data for a university admissions office. Staff previously struggled with scattered information across... Salesforce and Banner. Tenfold integrated these systems, letting teams log and access call notes in one place. This made recruitment more productive and improved student relationships. Call times dropped from three minutes to as little as one, and error rates decreased.
Show More..

LivePerson’s generative AI agents helped Open Universities Australia triple their lead qualification rate compared to self-searching students. The AI agents... also doubled lead qualification rates versus scripted chatbots. OUA used LivePerson’s AI Studio to create conversational, human-like AI for student recruitment. The solution reduced response times to 6.3 seconds and improved customer satisfaction. Advisors received better-qualified leads and more detailed conversation summaries, leading to more tailored support.
Show More..

LivePerson helped Open Universities Australia launch a lead generation chatbot. The chatbot handled 2,500 conversations in its first two days.... OUA saw an 80% customer satisfaction score, up from 60% at launch. The lead gen bot delivered a 250% ROI in the first six weeks. OUA replaced lead forms with conversational AI, improving student engagement and advisor efficiency. The solution scaled across web, WhatsApp, Apple Messages, Facebook, and SMS.
Show More..

LivePerson’s LP 360 managed services helped Mindvalley cut response times from 7 days to 30 minutes. Mindvalley now handles 120,000... conversations a year with a 91% CSAT and 26% lower handling time. The switch to a managed contact center enabled 24/7 support and reduced costs. Mindvalley’s team can now focus on new digital initiatives and customer care innovation. LP 360 became an extension of their team, driving operational improvements and customer satisfaction.
Show More..

Tenfold, now part of LivePerson, unified student data for a university admissions office. Staff previously struggled with scattered information across... Salesforce and Banner, slowing recruitment and call handling. Tenfold integrated with their CRM and phone system, letting teams log and access all student data in one place. Productivity rose as recruiters spent less time searching for information and more time connecting with students. Call durations dropped from three minutes to as little as one, and error rates decreased. The admissions team now builds better student relationships and handles higher call volumes efficiently.
Show More..

LivePerson helped Open Universities Australia launch a lead generation chatbot. The chatbot handled 2,500 conversations in its first two days.... Customer satisfaction rose from 60% to 80%. OUA saw a 250% ROI from the lead gen bot in six weeks. The solution replaced web forms with conversational AI across channels. This improved student engagement and freed up advisor time.
Show More..

LivePerson helped the Project Management Institute (PMI) shift 88% of customer support from phone and email to digital messaging. PMI used LivePerson’s... Conversational Cloud, AI Copilot, and virtual assistant to automate and improve support. The virtual assistant now manages 38% of chats, and AI handles 28.5% of support volume, up from 4% in 2021. PMI saw a 24% increase in webchats and a 51% rise in contained conversations year over year. These changes let PMI upskill agents and boost efficiency while keeping customer satisfaction high.
Show More..

LivePerson’s LP 360 managed contact center helped Mindvalley cut response times from 7 days to just 30 minutes. Mindvalley now handles... 120,000 conversations each year and achieved a 91% customer satisfaction score. The new solution reduced handling time by 26% and enabled 24/7 global support. Mindvalley’s team can now focus on new digital initiatives and customer care innovation.
Show More..

LivePerson’s generative AI agents helped Open Universities Australia triple their lead qualification rate compared to self-searching students and double it versus scripted chatbots. OUA used AI... Studio to build conversational agents that responded in just 6.3 seconds, improving student engagement and satisfaction. The AI agents gathered key information, reduced abandonment, and provided advisors with detailed conversation summaries. This led to more tailored support and higher sign-up rates. OUA’s student recruitment process is now faster, more personal, and more effective.
Show More..

Tenfold, now part of LivePerson, helped Transamerica boost Salesforce user adoption. Manual processes and siloed data slowed adoption and reduced... new revenue. Tenfold unified data and automated tasks, saving each advisor 32-64 minutes daily. Call Quality Managers now review twice as many calls per month. These changes led to $3.2M in new annual revenue for Transamerica's financial advisors.
Show More..

LivePerson’s Conversational Cloud helped Getnet shift 74% of support conversations to digital channels in just 11 months. The company moved... customer service to WhatsApp, added a virtual assistant, and automated 17 bots for 84 service groups. CSAT jumped from 45.91 to over 85%, and NPS rose by 78 points. The migration took only 20 days and freed up agents for more complex tasks. Getnet now delivers faster, more efficient customer support with AI-powered tools.
Show More..

Tenfold, now part of LivePerson, helped Transamerica boost Salesforce user adoption. Advisors saved 32-64 minutes of outbound time per day.... This productivity gain equaled one extra advisor for every seven on staff. Call Quality Managers doubled the number of advisor calls reviewed monthly. Transamerica’s financial advisors secured $3.2M in incremental new revenue per year using Tenfold.
Show More..

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.
Show More..

LivePerson helped Hyundai Capital America shift from voice calls to messaging. HCA used chatbots and automation to handle payment-related questions.... Over 100,000 customers now use messaging each month. Customer satisfaction reached 94%. The containment rate for digital channels hit 89%. HCA saw strong ROI from this digital transformation.
Show More..

Getnet used LivePerson’s Conversational Cloud to transform its customer service. In just 20 days, Getnet migrated to digital channels, shifting... 74% of support conversations away from voice. Customer satisfaction (CSAT) jumped from 45.91 to over 85%. Net Promoter Scores (NPS) rose by 78 points on average. The new system uses WhatsApp, virtual assistants, and AI-powered intent recognition to improve efficiency and customer experience.
Show More..

LivePerson helped SportPesa shift 70% of customer interactions in Kenya to digital channels. The company used AI-powered chatbots and omnichannel... messaging to support customers in multiple languages. Automated bots achieved a 58% containment rate, reducing agent workload. Customer satisfaction reached 80% after consolidating systems with LivePerson. SportPesa improved agent productivity and streamlined support operations.
Show More..

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.
Show More..

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.
Show More..

LivePerson helped SportPesa, a leading sports entertainment company, shift 70% of customer interactions in Kenya to digital channels. SportPesa used LivePerson’s... AI-powered chatbots and omnichannel messaging to support customers in multiple languages and regions. The company achieved an 80% customer satisfaction score and a 58% containment rate with automated bots. Agent productivity increased by consolidating systems into LivePerson’s Conversational Cloud. SportPesa now delivers faster, more efficient customer support across Africa and beyond.
Show More..

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.
Show More..

LivePerson Voice bot AI helped an urgent care provider manage a surge in patient calls. The provider deflected 40% of... daily calls to SMS, reducing average daily calls from 543 to 334. Call answer rates rose from 20% to 80%. Staff stress dropped and patient experience improved. The solution blended AI, messaging, and live agents for faster, more efficient service.
Show More..

LivePerson Voice bot AI helped an urgent care provider manage a surge in patient calls. The provider deflected 40% of... daily calls to SMS, reducing average daily calls from 543 to 334. Call answer rates rose from 20% to 80%. Staff stress dropped and patient experience improved. The solution blended AI, messaging, and human agents for faster, more efficient service.
Show More..

LivePerson Voice bot AI helped TGH Urgent Care manage a surge in patient calls. The urgent care provider deflected 40%... of calls to SMS messaging, reducing daily calls from 543 to 334. Call answer rates improved from 20% to 80%. Staff stress dropped as front desk and service reps handled fewer calls. Patients got faster answers and a smoother experience. The clinic now enjoys a 4.9 star review rating.
Show More..

LivePerson Voice bot AI helped an urgent care provider manage a surge in patient calls. The provider deflected 40% of... daily calls to SMS, reducing average daily calls from 543 to 334. Call answer rates rose from 20% to 80%. Staff stress dropped and patient experience improved. The provider now enjoys a 4.9 star review rating. Blending AI and human agents streamlined workflows and eased front desk pressure.
Show More..

LivePerson helped one of the UK’s largest energy companies transform digital customer service. The company used conversational intelligence to understand... customer needs and respond quickly during the 2021 UK energy crisis. They shifted from phone calls to messaging channels like WhatsApp and SMS, making it easier for customers to get help and make payments. Automation handled routine questions, freeing agents for complex issues. Results included 82% first contact resolution, a 4.3/5 ease score, and a 23% containment rate.
Show More..

EDF used LivePerson to improve digital customer experience. They achieved 82% first contact resolution and a 23% containment rate. LivePerson’s... Conversational Intelligence helped EDF understand customer needs and respond quickly during the 2021 UK energy crisis. Automation and messaging channels reduced call volume and made support faster. Agents could focus on complex cases, improving satisfaction for both customers and staff.
Show More..

LivePerson helped one of the UK’s largest energy companies transform digital customer service. The company used conversational intelligence to understand... customer needs, especially during the 2021 UK energy crisis. They shifted from phone calls to messaging channels like WhatsApp and SMS, using automation and bots to handle routine queries. This led to 82% first contact resolution, a 23% containment rate, and improved agent efficiency. Customers now get faster, more personalized support across digital channels.
Show More..

EDF used LivePerson to improve digital customer experience for over 5. 7 million customers. They achieved 82% first contact resolution...and a 23% containment rate. LivePerson's Conversational Intelligence helped EDF understand customer needs and respond quickly during the 2021 UK energy crisis. Automation and messaging channels reduced call volume and improved agent efficiency. Customers now get faster answers and more ways to connect, making service more personal and accessible.
Show More..

LivePerson helped a leading Brazilian airline switch from traditional chat to an asynchronous conversational model. In 10 months, the airline... reduced its customer service queue by 84%. The solution increased conversations handled by human agents by 42%. AI resolved 59% of new conversations within the bot. The project boosted productivity and efficiency for the airline's customer service team.
Show More..

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.
Show More..

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.
Show More..