Brands across financial services, insurance,
healthcare, retail, and more use LivePerson solutions to
generate better business outcomes from AI
NEW YORK,
Sept. 24,
2024 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), the
enterprise leader in digital-first customer conversations, has
helped major brands worldwide achieve meaningful ROI from their AI
initiatives. These real applications of AI and automation have
accelerated contact center transformations, supercharged agent
productivity, and delivered more personalized experiences for
millions of customers.
According to Gartner, the hype around AI has
passed the "peak of inflated expectations" and is now sliding down
into the "trough of disillusionment." In contrast to vendors unable
to produce measurable results, LivePerson's Conversational Cloud®
platform and AI solutions have helped the world's best-loved brands
attain real ROI. Over the course of 2024, customer case studies
have highlighted the diversity of use cases and demonstrable
business outcomes achieved in partnership with these brands,
including:
Frost Bank: AI empowers live agents to deliver
91% CSAT with 24/7 support
The #1 bank for Retail Banking
Customer Satisfaction in Texas
(according to J.D. Power), works with LivePerson to empower
its human agents to hold better, more effective customer
conversations. Operating on the belief that customers should be
able to speak directly to a real person no matter what channel they
reach out on, the bank uses LivePerson solutions — including
generative AI-powered agent efficiency tools — to respond in less
than 60 seconds to hundreds of thousands of conversations
annually.
"At Frost, we're passionate about using
technology to strengthen human connection. That's why we're
partnering with LivePerson to integrate AI that empowers our team
to demonstrate our culture at scale. AI allows us to take our
humans and turn them into super humans," said Laura Miller, EVP of Consumer Strategy and
Digital at Frost Bank, in the June
2024 case study.
Zurich UK: AI improves insurance customer
engagement
This leading insurance provider
leverages LivePerson's platform and AI to provide support for
customers within the messaging channels they know and trust. Zurich
UK uses LivePerson's Voice to Messaging capabilities to shift
customers into webchat, text messages, and WhatsApp conversations,
then support them with a blend of AI and human agents. Results from
a pilot include dramatically reducing insurance claims agreement
time to just 13 minutes on WhatsApp.
"With this digital transformation, we're able to
put the customer first and get them through that difficult time as
quickly as possible," said Helen
Rogers, Head of Claims Digital Experience at Zurich UK, in
the June 2024 case study.
Open Universities Australia
(OUA): tripling lead qualification with generative AI
agents
The largest higher education marketplace in
Australia uses LivePerson's
generative AI agents to enhance their recruitment process. This
collaboration has significantly improved lead qualification rates
by 3x compared to self-searching and 2x compared to scripted
chatbots. OUA used LivePerson's AI Studio, an advanced environment
for customizing and testing AI agents, to build an LLM-powered
generative AI agent capable of handling inquiries with ease and
empathy.
"The prospective students that come to our
website are in different consideration phases, so when they first
decide to interact with OUA, there's a need for a conversational
and personalized experience," said Rachit
Monga, Head of Student Recruitment at Open Universities
Australia in the September 2024 case
study.
Mouser Electronics: blending the human
touch with customer service AI
LivePerson AI supports 13 languages for this Texas-based, global distributor of
semiconductors and electronic components. Hundreds of thousands of
Mouser's customer conversations run through LivePerson's platform
every year, with AI-powered routing helping customers get to the
appropriate answers and agents. Mouser has achieved a customer
satisfaction score of 92%.
"As a 'High Service Distributor,' it is critical
that our customers receive the same high-quality interaction
experience on our messaging platform as they would in any other
customer interface. LivePerson's platform and their incredible
support team have ensured that Mouser is able to exceed our
customers' expectations," said Lori
Hartman, SVP of Customer Experience, Mouser Electronics in
the February 2024 case study.
Additional 2024 success stories highlighting
LivePerson's ability to unlock the ROI of AI for its enterprise
customers include:
- A leading US health insurer: AI streamlines the digital
sales process
One of the largest health insurers in the
United States is accelerating digital sales with LivePerson,
including using AI for external customer-facing and internal
agent-facing use cases. With a variety of bots and automations
assisting consumers and agents at various stages of the customer
lifecycle, LivePerson solutions have helped them achieve 222%
year-over-year growth in digital with an 86% customer satisfaction
rate.
- SportPesa: transforming to digital-first CX with
around-the-clock AI support
This leading sports entertainment company revolutionized the
betting industry in Africa and expanded worldwide. AI chatbots
successfully contain 58% of customer inquiries, with 70% of
customer interactions in home base country Kenya becoming fully digital.
- Najm: achieving 60% contact center savings through AI and
channel expansion
After years of using voice as their only support channel, this
Saudi Arabian motor vehicle insurer partnered with LivePerson and
its local partner BAB to open a WhatsApp channel supported by AI
agents, reducing response time from 3 hours to 15 minutes.
"Contrary to the many AI and automation use cases
that fail to meet expectations, our technology offers measurable,
sustainable value to our enterprise customers," said John Sabino, CEO of LivePerson. "On top of that,
our customers are true partners; their success is our success.
We're proud to co-innovate with them on their unique digital
transformation journeys — and to have helped them achieve these
outstanding results that have driven their business forward."
On top of these customer successes, LivePerson
has garnered several external validations for its ability to
generate better business outcomes for enterprises, including
multiple recognitions from Gartner and Forrester, being named to
the Applied AI list in Fast Company's 2024 Most Innovative
Companies program, and best-in-class product honors from the
leading awards programs for the tech and customer experience
industries.
To learn more about improving revenue growth and
reducing operating costs with AI and messaging, visit LivePerson's
ROI Calculator.
About
LivePerson
LivePerson (NASDAQ: LPSN) is the enterprise
leader in digital-first customer conversations. The world's leading
brands — including HSBC, Chipotle, and Virgin Media — use our
award-winning Conversational Cloud platform to connect with
millions of consumers. We power nearly a billion conversational
interactions every month, providing a uniquely rich data set and
AI-powered solutions to accelerate contact center transformation,
supercharge agent productivity, and deliver more personalized
customer experiences. Fast Company named us the #1 Most
Innovative AI Company in the world. To talk with us or our AI,
please visit liveperson.com.
Media Contact:
Mike Tague
mtague@liveperson.com
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SOURCE LivePerson