Financial ServicesConversational AI
Hyundai Capital America: Transforming customer experience with messaging innovation
Hyundai Capital America
Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group for Hyundai, Kia and Genesis leases and loans in the US, partnered with LivePerson starting from a 2018 proof of concept to shift from a voice-dominated contact center to a data-driven, messaging-first strategy across SMS and Apple Messages for Business. Using deflection-to-messaging on high-friction payment interactions, HCA achieved 94% customer satisfaction, an 89% containment rate, and grew messaging engagement from 10,000 to over 100,000 customers served monthly. HCA and LivePerson co-developed a PCI-compliant chatbot debit card payment integration with payment processor ACI.
