InsuranceConversational AI
Najm's Customer Experience Transformation with WhatsApp
Najm
Najm, a motor vehicle insurer in Saudi Arabia, partnered with BAB, LivePerson's local Saudi partner, to transform customer support from voice-only to AI-powered chatbots on WhatsApp, including IVR deflection to WhatsApp. The transformation reduced response times from three hours to 15 minutes, cut contact center costs by 60%, and now handles 250,000 conversations per month, with 40% of conversations occurring on WhatsApp/messaging versus phone.
