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Insurance Case Studies and Customer Success Stories with Liveperson AI Chatbot
Bupa
- Insurance
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’s WhatsApp Business integration helped MDabroad improve patient assistance services. The insurance partner faced high call and email volumes and low agent efficiency. By shifting to WhatsA...pp, MDabroad enabled real-time document sharing and faster case resolution. This led to an 18% increase in cases handled per agent. The company now plans to automate 70% of inquiries with chatbots for even better service.
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 categoriza...tion. 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.
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.
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.
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.
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’s WhatsApp Business integration helped MDabroad improve patient assistance services. The insurance partner faced high call and email volumes and low agent efficiency. By shifting to WhatsA...pp, MDabroad enabled real-time document sharing and faster case resolution. This led to an 18% increase in cases handled per agent. The company now plans to automate 70% of inquiries with chatbots for even better service.
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 categoriza...tion. 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.
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.
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.
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.
Banking Case Studies and Customer Success Stories with Liveperson AI Chatbot
Capitec
- Banking
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 Conversational Cloud helped Royal Bank of Scotland (RBS) scale digital banking. RBS now serves over 18 million customers and has 6.1 million mobile app users. Automation with the Cora bot,... built on IBM Watson, answers 27% of conversations and handles over 40,000 customers daily. Messaging and automation drive more than 63,000 weekly conversations, making service 1.8 times more efficient than voice. RBS uses chat, in-app messaging, and proactive outreach to improve customer experience.
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, b...uddybank 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.
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, o...n any device. CSAT improved by 8%, and concurrency doubled. Nearly 20% of care now happens through messaging, raising agent productivity and morale.
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’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 Conversational Cloud helped Royal Bank of Scotland (RBS) scale digital banking. RBS now serves over 18 million customers and has 6.1 million mobile app users. Automation with the Cora bot,... built on IBM Watson, answers 27% of conversations and handles over 40,000 customers daily. Messaging and automation drive more than 63,000 weekly conversations, making service 1.8 times more efficient than voice. RBS uses chat, in-app messaging, and proactive outreach to improve customer experience.
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, b...uddybank 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.
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, o...n any device. CSAT improved by 8%, and concurrency doubled. Nearly 20% of care now happens through messaging, raising agent productivity and morale.
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’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.
Telecommunications Case Studies and Customer Success Stories with Liveperson AI Chatbot
Sky UK
- Telecommunications
LivePerson's Conversational Cloud helped Sky UK transform telecom customer service. In 12 weeks, messaging channels delivered 2.2x efficiency over voice. 30% of uncontained calls shifted to messaging.... Customer satisfaction reached 80-90%. 1,200 agents moved to messaging, with 90% excited about the change. Sky UK now offers secure SMS, Facebook Messenger, and in-app messaging for support.
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.
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.
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.
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 UK transform telecom customer service. In 12 weeks, messaging channels delivered 2.2x efficiency over voice. 30% of uncontained calls shifted to messaging.... Customer satisfaction reached 80-90%. 1,200 agents moved to messaging, with 90% excited about the change. Sky UK now offers secure SMS, Facebook Messenger, and in-app messaging for support.
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.
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.
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.
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.
Retail Case Studies and Customer Success Stories with Liveperson AI Chatbot
bridal retailer (LivePerson client)
- Retail
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.
A major online musical instruments and pro audio equipment retailer
- Retail
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.
one of the world’s largest furniture and home décor providers
- Retail
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 hidd...en 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.
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 c...all 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.
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.
A major online musical instruments and pro audio equipment retailer
- Retail
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.
one of the world’s largest furniture and home décor providers
- Retail
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 hidd...en 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.
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 c...all 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.
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.
Financial Services Case Studies and Customer Success Stories with Liveperson AI Chatbot
Transamerica
- Financial Services
Tenfold helped Transamerica boost Salesforce user adoption and streamline workflows. Advisors now save 32-64 minutes of outbound time per day. This equals the productivity of one extra advisor for ev...ery seven on staff. Call Quality Managers can review twice as many advisor calls each month. Transamerica secured $3.2M in new revenue per year using Tenfold. The solution unified data and improved customer engagement.
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 4...5% 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.
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.
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.
Tenfold helped Transamerica boost Salesforce user adoption and streamline workflows. Advisors now save 32-64 minutes of outbound time per day. This equals the productivity of one extra advisor for ev...ery seven on staff. Call Quality Managers can review twice as many advisor calls each month. Transamerica secured $3.2M in new revenue per year using Tenfold. The solution unified data and improved customer engagement.
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 4...5% 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.
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.
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.
Entertainment Case Studies and Customer Success Stories with Liveperson AI Chatbot
Betcris
- Entertainment
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.
A leading sports entertainment company
- Entertainment
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% con...tainment rate. Customer satisfaction reached 80%. The company unified messaging, improved agent tools, and delivered seamless support across regions and languages.
LivePerson helped Betcris, a Latin American sports betting service, improve customer experience with Spanish Natural Language Understanding (NLU). Betcris deployed hundreds of bots in Spanish, Englis...h, 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 messaging for their customers.
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 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.
A leading sports entertainment company
- Entertainment
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% con...tainment rate. Customer satisfaction reached 80%. The company unified messaging, improved agent tools, and delivered seamless support across regions and languages.
LivePerson helped Betcris, a Latin American sports betting service, improve customer experience with Spanish Natural Language Understanding (NLU). Betcris deployed hundreds of bots in Spanish, Englis...h, 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 messaging for their customers.
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.
Education Case Studies and Customer Success Stories with Liveperson AI Chatbot
university admissions office
- Education
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.
LivePerson's Conversational Cloud helped Open Universities Australia boost customer satisfaction to 80%, up from 60%. The lead generation bot delivered a 250% ROI in just six weeks. The AI chatbot ha...ndled 2,500 conversations in the first two days. Open Universities Australia replaced lead forms with conversational messaging, improving student engagement and sales. The solution used web messaging, WhatsApp, Apple Messages for Business, Facebook, and SMS.
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.
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.
LivePerson's Conversational Cloud helped Open Universities Australia boost customer satisfaction to 80%, up from 60%. The lead generation bot delivered a 250% ROI in just six weeks. The AI chatbot ha...ndled 2,500 conversations in the first two days. Open Universities Australia replaced lead forms with conversational messaging, improving student engagement and sales. The solution used web messaging, WhatsApp, Apple Messages for Business, Facebook, and SMS.
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 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.
A leader in blockchain technology (crypto company)
- Information Technology And Services
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 handl...e 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.
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.
A leader in blockchain technology (crypto company)
- Information Technology And Services
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 handl...e 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.
Human Resources Case Studies and Customer Success Stories with Liveperson AI Chatbot
Conduent
- Human Resources
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’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 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.
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.
Consumer Electronics Case Studies and Customer Success Stories with Liveperson AI Chatbot
Mouser Electronics
- Consumer Electronics
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 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.
Media Production Case Studies and Customer Success Stories with Liveperson AI Chatbot
a major media company in the United Kingdom
- Media Production
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.
a major media company in the United Kingdom
- Media Production
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.
an airline with the highest number of takeoffs and cities served in Brazil
- Transportation/Trucking/Railroad
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 m...onths, 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.
an airline with the highest number of takeoffs and cities served in Brazil
- Transportation/Trucking/Railroad
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 m...onths, 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.
Utilities Case Studies and Customer Success Stories with Liveperson AI Chatbot
EDF
- Utilities
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.
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.
Project Management Institute (PMI)
- Professional Training & Coaching
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%.
Project Management Institute (PMI)
- Professional Training & Coaching
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 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.
LivePerson Analytics Studio helped Avantive Solutions improve sales efficiency and conversion rates. The company used 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 scripts. The solution increased data credibility and helped the company become a top partner for its clients.
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.
LivePerson Analytics Studio helped Avantive Solutions improve sales efficiency and conversion rates. The company used 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 scripts. The solution increased data credibility and helped the company become a top partner for its clients.
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.
