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 en...abled 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.
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 Live...Person 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.
LivePerson helped SportPesa transform its customer experience with digital messaging and AI. SportPesa replaced multiple systems with a unified solution. 70% of customer interactions in Kenya are now... digital. Automated bots achieved a 58% containment rate. Customer satisfaction reached 80%. SportPesa now serves customers in multiple languages and regions with seamless support.
LivePerson’s platform helped Frost Bank offer 24/7 live human customer support. Frost Bank wanted to keep real people in every customer conversation, even as they expanded digital channels. They used... LivePerson to add web and in-app messaging, letting customers chat with real agents any time. This approach led to a 91% CSAT, a first response time under 60 seconds, and over 250,000 conversations per year. More than 70% of messaging happens in the Frost mobile app.
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 ins...tead. 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.
LivePerson's Conversation Builder helped HSBC move to Conversational Banking. HSBC used intelligent automation to let agents design and manage chatbots. This reduced repetitive tasks and gave agents ...new career paths like Conversation Designer and Bot Manager. Within 5 months, HSBC UK created its first Bot Manager and Conversation Designer, and achieved over 90% CSAT week-over-week. HSBC plans to expand bot use and expects messaging to handle over 50% of contact centre interactions by the end of 2023.
LivePerson helped KDDI improve customer satisfaction with omnichannel conversational messaging. KDDI used LivePerson to expand digital channels and connect with younger customers. Customers can now u...se LINE, Apple Messages for Business, and KDDI apps to reach support. KDDI achieved a 90% CSAT score, its highest ever. Messaging outperformed call centers in customer satisfaction and reduced operator turnover.
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 Twitte...r, 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.
Virgin Media O2 used LivePerson’s Conversational Cloud to move from synchronous web chat to asynchronous messaging. This solved issues with lost conversations during customer commutes and improved th...e digital experience. After switching, 1 in 5 online broadband sales and 1 in 3 mobile and new acquisition sales came through digital channels. 50% of mobile upgrades used asynchronous messaging. The triage bot Terri helped quickly identify customer intent and guide users, making digital engagement seamless.
Virgin Media UK used LivePerson’s Conversational Cloud to boost digital sales. They automated and personalized conversations, leading to over 1 million conversations per year. The company saw a 20% i...ncrease in sales through messaging and a 29% drop in cost per acquisition. Conversion rates reached 42% and customer satisfaction hit 86%. Digital conversations became 25% more cost effective than analogue ones.
LivePerson’s Conversational Cloud helped Conduent add AI-powered asynchronous messaging to its HR services platform. Over 400 Conduent support reps now use the platform to manage web-based messaging ...for employees and retirees. The solution delivers 2-3 times the efficiency of traditional voice channels. Conduent handles 20,000 interactions per month. Bots resolve issues in an average of 3 minutes. The platform makes campaign adjustments easy and boosts agility.
LivePerson helped Mouser Electronics improve customer service with AI chatbots and digital channels. Mouser faced a surge in customer queries during the pandemic. They used LivePerson to add 21 custo...mer service bots in 13 languages. The solution enabled 250,000 annual customer interactions and a 92% CSAT. Mouser expanded messaging channels, including WeChat, to support global customers.
LivePerson helped The RealReal create easy, effortless, and personalized digital customer experiences. The RealReal faced long call wait times, a growing support backlog, and high agent attrition. Li...vePerson's conversational AI platform enabled a 6-week onboarding, less than 1 minute wait times, and a 40% shift to messaging in 6 months. Customer satisfaction increased by 10%, and agent attrition dropped by 50%. The RealReal improved their consigner experience and reduced agent workload using LivePerson’s conversational intelligence tools.
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 q...uickly 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.
CASE STUDY A major online musical instruments and pro audio equipment retailer
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 losin...g 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.
EDF used LivePerson’s Conversational Intelligence suite to improve digital customer experiences. The main challenge was understanding changing customer needs in the energy sector. LivePerson helped E...DF analyze customer interactions and respond quickly, especially during the 2021 UK energy crisis. EDF achieved 82% first contact resolution, a 4.3 out of 5 ease score, and a 23% containment rate. The solution led to better customer understanding, agile crisis response, and improved service strategies.
Health, Wellness and Fitness Case Studies and Success Stories with Liveperson AI Chatbot
CASE STUDY Delta Dental of Washington
Delta Dental of Washington achieved enhanced customer engagement and agent performance using voice analytics, improving digital transformation efforts.
Delta Dental of Washington achieved enhanced customer engagement and agent performance using voice analytics, improving digital transformation efforts.
Delta Dental of Washington achieved enhanced customer engagement and agent performance using voice analytics, improving digital transformation efforts.
Delta Dental of Washington achieved enhanced customer engagement and agent performance using voice analytics, improving digital transformation efforts.
Professional Training & Coaching Case Studies and Success Stories with Liveperson AI Chatbot
CASE STUDY Project Management Institute (PMI)
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 cust...omer 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%.
LivePerson’s generative AI agents helped Open Universities Australia improve student recruitment. OUA used AI Studio to build a chatbot that gives fast, human-like answers. Lead qualification rates i...ncreased 3x over self-searching and 2x over scripted chatbots. The AI agent replies in 6.3 seconds on average. Customer satisfaction scores went up after using the AI agent.
LP 360, LivePerson’s managed contact center, helped Mindvalley transform customer service. Mindvalley faced slow response times and a disconnected support team. LP 360 provided a fully managed contac...t center, new digital channels, and streamlined processes. Mindvalley now handles 120,000 conversations a year, cut response time from 7 days to 30 minutes, and achieved 91% CSAT. Handling time dropped by 26%. Leaders say LP 360 feels like part of their team.
LivePerson’s Conversational Cloud and AI-powered chatbots helped Najm, a leading Saudi Arabian motor vehicle insurer, transform customer service by moving from voice-only support to WhatsApp messagin...g. Najm faced slow claims response times and customer complaints with their old phone-based system. By using WhatsApp and IVR deflection, Najm now handles 250,000 conversations per month, cut contact center costs by 60%, and reduced response times from 3 hours to 15 minutes. 40% of all customer conversations now happen over WhatsApp, improving satisfaction and efficiency.
LivePerson Conversational Cloud helped Legal&Tax, a South African insurer, build an AI business assistant for WhatsApp. Customers can log service requests, get legal, tax, and debt advice, and switch... easily between bot and human agents. The solution improved agent efficiency by 300%. Legal&Tax now offers 24/7 customer service and plans to expand the platform for more business units. The company finds LivePerson user-friendly and key to their customer service success.
LivePerson helped Bupa improve customer satisfaction with a digital engagement strategy. Bupa used LivePerson to make it easier for customers to get help and answers online. Messaging demand grew by ...55% year over year. WhatsApp IVR deflect volumes increased by 129%. Assisted channels saw a 21% higher average order value. Messaging agents handled 64% more volume per month than voice agents.
LivePerson helped Zurich UK improve insurance customer engagement by streamlining the claims process. Zurich UK used LivePerson’s IVR deflection and WhatsApp integration to move customers from phone ...to digital messaging. This made it easier for customers to file claims and get updates. Zurich UK reduced the average time to agree on a settlement to just 13 minutes. They saw a 149% increase in messages and a +69 NPS. Zurich now sends 6,000 proactive messages each month.
Analytics Studio from LivePerson helped Delta Dental of Washington transform their contact center. They used AI voice analytics to analyze 100% of calls, instead of just 1-2%. The solution eliminated... 6 months of IT work by automating data extraction and dashboard creation. Delta Dental aimed to reduce average handle time by 10% across the company. The new system made call data easy to see and use for the whole team.
Information Technology and Services Case Studies and Success Stories with Liveperson AI Chatbot
CASE STUDY ConsenSys
LivePerson’s Conversational Cloud helped ConsenSys manage rapid MetaMask growth. The company faced a surge in support tickets and intense competition in the crypto market. They used Conversational AI... to automate customer engagement and support. First response time dropped to 30 seconds from 10 days. Average handle time improved to 33 minutes from 1.5 days. 92% of interactions were handled by bots.
LivePerson's Conversational Cloud helped Azul Airlines move from traditional chat to an asynchronous conversational model. Azul saw an 84% reduction in first-contact abandonment and a 42% increase in... conversations handled by human agents. The AI bot resolved 59% of new conversations on its own. Azul also reduced its customer service queue by 84%. The solution improved team productivity and made customer service faster and more efficient.
For Foxtel, messaging is what feels right to customers
Foxtel, Australia's largest cable provider, has successfully implemented LivePerson's App Messaging, handling around 90,000 messages since its launch. This initiative has led to higher customer satis...faction and improved agent efficiency, enhancing Foxtel's competitive edge.
LivePerson brings Conversational Commerce to the ball game with Aramark
LivePerson's Conversational Cloud platform powered a mobile ordering service pilot at Citizens Bank Park, enabling Philadelphia Phillies fans to order beverages via iPhone without leaving their seats.... This initiative, in collaboration with Aramark, marks the first sports concessionaire to test such a service, enhancing fan experience through conversational interfaces.
