LivePerson Conversational Cloud
3 use cases using this technology
PMI shifts 88% of phone and email conversations to messaging with LivePerson AI
Project Management Institute (PMI)
Project Management Institute (PMI) moved its customer support model from phone and email to digital messaging channels using LivePerson's Conversational Cloud platform, reaching 88% of conversations on messaging channels. PMI's virtual assistant handles approximately 38% of incoming chats and logged 1.5 million interactions, while LivePerson's Copilot auto-suggests agent responses and summarizes conversations. Web messaging conversations grew 24% year-over-year to about 568,000 in 2023, and conversational AI's share of support volume rose from 4% in 2021 to 28.5% in 2024.
How Getnet improved CSAT to over 85% in under a year
Getnet
Getnet, a global digital and physical payment solutions provider and part of Santander's PagoNxt payment hub, worked with partner A5 Solutions to deploy LivePerson's Conversational Cloud platform, shifting customer service from voice to WhatsApp and other digital channels. The rollout included a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification, and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days. Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.
AVIS deploys Nativa-built reservation bots on LivePerson to automate car rental bookings
AVIS
AVIS partnered with Nativa, which used LivePerson's conversational technology to build reservation bots that complete the car rental process in real time without human assistance, including quotes, confirmations, modifications and payments, via WhatsApp and Web Messaging. Through ongoing optimization from October 2021, bot understanding (Intent Match Rate) reached 88.3%, containment rate reached 69.9% (up from 8.4%), and average monthly customer satisfaction reached 91.4% in 2025.