4 use cases using this technology
How Walmart Achieved Enterprise Transformation Through Digital Experience Innovation
Walmart
Working with implementation partner Nativa on LivePerson's technology, Walmart customized and integrated conversational technology into its WhatsApp channel, including a FAQ-Transactional Bot to streamline searches, inquiries and purchases. The solution delivered a 60% increase in productivity and a 10 percentage point improvement in CSAT/NPS, along with operational savings through automated customer service processes.
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.
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.
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.