EducationConversational AIGenerative AI
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.
