Financial ServicesConversational AIGenerative AI
Capitec Bank scales conversational banking on WhatsApp with LivePerson
Capitec Bank
Capitec Bank, one of South Africa's largest retail banks, worked with LivePerson to bring banking services onto messaging platforms like WhatsApp, so clients did not need to delete banking apps to save phone storage. Capitec's client base grew from 16 million to 22 million, it handled 15 million client conversations in 2023 (7 million via WhatsApp), and it deployed LivePerson's Generative Insights and Agent Assist tools to help staff manage a larger volume of interactions, reporting 78% CSAT and 71% first contact resolution.
