LivePerson AI solutions drive transformative business outcomes across key industries

LivePerson AI Solutions Drive Transformative Business Outcomes Across Key Industries

LivePerson, an enterprise leader in digital-first customer conversations, has demonstrated substantial return on investment (ROI) from artificial intelligence (AI) initiatives through successful partnerships with major brands across various industries. These collaborations have accelerated transformations in contact centres, enhanced agent productivity, and delivered more personalised experiences for millions of customers globally.

Banking: Frost Bank

Frost Bank, ranked as the top bank for Retail Banking Customer Satisfaction in Texas by J.D. Power, has harnessed LivePerson’s AI solutions to empower its human agents. Operating on the belief that customers should interact with real people on any channel, the bank utilises generative AI-powered tools to enhance agent efficiency and maintain rapid response times. Frost Bank’s integration of AI has enabled them to manage hundreds of thousands of conversations annually with an impressive customer satisfaction (CSAT) rate of 91%.

Laura Miller, EVP of Consumer Strategy and Digital at Frost Bank, noted, “At Frost, we believe in leveraging technology to strengthen human connection. Our partnership with LivePerson aims to scale our culture through AI, transforming our staff into ‘super humans’.”

Insurance: Zurich UK

Zurich UK, a leading insurance provider, employs LivePerson’s platform to enhance customer support via trusted messaging channels. By shifting customer interactions to web chat, text messages, and WhatsApp, Zurich UK has managed to significantly reduce the insurance claims agreement time to just 13 minutes on WhatsApp.

Helen Rogers, Head of Claims Digital Experience at Zurich UK, remarked, “Our digital transformation initiative prioritises customer experience, ensuring quicker resolutions during challenging times.”

Education: Open Universities Australia (OUA)

Australia’s largest higher education marketplace, Open Universities Australia (OUA), has improved its recruitment process by leveraging LivePerson’s generative AI agents. This has resulted in a threefold increase in lead qualification rates compared to self-searching methods and a twofold improvement over traditional scripted chatbots. Customising their AI through LivePerson’s AI Studio, OUA has developed agents capable of handling complex enquiries empathetically.

Rachit Monga, Head of Student Recruitment at OUA, highlighted the need for a conversational and personalised experience to cater to prospective students in various decision phases.

Electronics: Mouser Electronics

Mouser Electronics, a global distributor of semiconductors and electronic components, uses LivePerson AI to support multilingual customer conversations. By utilising AI-powered routing, Mouser ensures customers are directed to the appropriate agents swiftly, achieving a customer satisfaction score of 92%.

“As a ‘High Service Distributor,’ it is crucial that our digital interactions match the quality of our traditional interfaces,” said Lori Hartman, SVP of Customer Experience at Mouser Electronics. “LivePerson’s platform has been instrumental in surpassing customer expectations.”

Health Insurance: Leading US Insurer

One of the largest health insurers in the United States leveraged LivePerson’s AI solutions to streamline its digital sales process. Implementing a variety of bots and automations for both customer-facing and agent-supporting scenarios, the insurer reported a 222% year-over-year growth in digital interactions with an 86% customer satisfaction rate.

Sports Entertainment: SportPesa

SportPesa, an innovative company in the sports betting industry, has transitioned to a digital-first customer experience, successfully automating 58% of customer inquiries with AI chatbots. In Kenya, where SportPesa is a market leader, 70% of customer interactions have become fully digital.

Insurance: Najm in Saudi Arabia

Saudi Arabian motor vehicle insurer Najm saw a dramatic 60% reduction in contact centre costs and improved response times from 3 hours to 15 minutes by partnering with LivePerson and local partner BAB. Opening a WhatsApp channel with AI support proved pivotal.

John Sabino, CEO of LivePerson, commented, “Unlike many AI applications that fail to meet expectations, our technology consistently delivers measurable and sustainable value. Our success is deeply intertwined with that of our customers, and we are proud to co-innovate and support their digital transformation journeys.”

LivePerson has received numerous accolades for its impactful AI solutions, including recognitions from industry analysts such as Gartner and Forrester, being named on Fast Company’s 2024 Most Innovative Companies list, and receiving awards in technology and customer experience sectors.

Source: Noah Wire Services