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Title
Hyundai Capital America: Transforming customer experience with messaging innovation
Hyundai Capital America: Transforming customer experience with messaging innovation Products Menu Item Conversational Cloud Deliver personalized digital experience…
Description
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.
…ng customer experience with messaging innovation Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group providing Leases and Loans for Hyundai, Kia, and Genesis in the U.S., is on a mission to deliver fast, seamless, and satisfying customer experiences…
…customers first, HCA partnered with LivePerson to transform its service model — shifting from a voice-dominated contact center to a data-driven messaging-first strategy. The result of this digital transformation strategy? Transforming customer expe…
…tal Transformation, HCA The adoption strategy has been an overwhelming success, growing messaging engagement from 10,000 to over 100,000 customers per month — all while maintaining 89% containment and CSAT rates. They have proved that t…
…s experience across web, SMS, Apple Messages for Business. Payment integration: HCA and LivePerson co-developed a secure, PCI-compliant digital technology integration with payment processor ACI, enabling debit card payments directly through chatbot — the only channel at HCA currently offering this. Fast, agile deployment: Agil…
Company
Hyundai Capital America
…dai Capital America: Transforming customer experience with messaging innovation Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group providing Leases and Loans for Hyundai, Kia, and Genesis in the U.S., is on a mission to deliver fast, seamless, and satisfying customer experiences…
Industry
Financial Services
…ng customer experience with messaging innovation Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group providing Leases and Loans for Hyundai, Kia, and Genesis in the U.S., is on a mission to deliver fast, seamless, and satisfying customer experiences…
Problem
HCA had always supported customers across voice channels, but as consumer behavior and expectations shifted, the company was not surprising and delighting its customers and needed to connect faster, resolve smarter, and tailor experiences in ways only digital-first tools can deliver, particularly for high-friction, payment-related interactions.
…nels — but as consumer behavior and expectations shifted, so did HCA’s vision. “We weren’t surprising and delighting our customers. There was a push to evolve — to connect faster, resolve smarter, and tailor experiences in a way only digital-first tools can deliver.” ~ Daniel Ahn, Sr. Digital Product Owner at HCA This transformation journey beg…
…sured approach, LivePerson and HCA implemented targeted deflection strategies — guiding customers from high-friction, payment-related voice interactions to seamless messaging experiences on mobile devices via IVR deflection . Rather than automating voice channels, this deflection-to-messaging strategy…
Solution
HCA partnered with LivePerson starting with a 2018 proof of concept, and after securing approval in April 2022 launched messaging across SMS and Apple Messages for Business. Using a deflection-to-messaging strategy with IVR deflection, HCA guided customers from high-friction payment-related voice interactions to messaging on mobile devices, rather than automating voice channels outright. HCA and LivePerson co-developed a secure, PCI-compliant chatbot integration with payment processor ACI enabling debit card payments directly through the chatbot, deployed via agile sprints without disrupting existing ACI systems.
…ape customer engagement. After securing approval to move forward in April 2022, HCA launched messaging with LivePerson across SMS and Apple Messages for Business to reduce friction and improve resolution. Taking a strategic and measured approach, LivePerson and HCA implemented target…
…SMS and Apple Messages for Business to reduce friction and improve resolution. Taking a strategic and measured approach, LivePerson and HCA implemented targeted deflection strategies — guiding customers from high-friction, payment-related voice interactions to seamless messaging experiences on mobile devices via IVR deflection . Rather than automating voice channels, this deflection-to-messaging strategy…
…s experience across web, SMS, Apple Messages for Business. Payment integration: HCA and LivePerson co-developed a secure, PCI-compliant digital technology integration with payment processor ACI, enabling debit card payments directly through chatbot — the only channel at HCA currently offering this. Fast, agile deployment: Agil…
…tbot — the only channel at HCA currently offering this. Fast, agile deployment: Agile sprints enabled seamless API work without disrupting existing ACI systems or business processes. What’s next “What we’ve seen is a large appetite to grow the messaging channel.…
Business value
The transformation delivered 94% customer satisfaction (CSAT) across all channels, an 89% containment rate for all intents, and grew messaging engagement from 10,000 to over 100,000 customers served monthly through LivePerson channels, while HCA is now exploring LivePerson's generative AI tools like auto-summarization and rewrite to further streamline support.
…the personal touch customers expect. The results of these digital solutions? An 89% containment rate for all intents and a 94% CSAT rating across all channels! Following the success of the messaging roll-out for payments in digital channe…
…tal Transformation, HCA The adoption strategy has been an overwhelming success, growing messaging engagement from 10,000 to over 100,000 customers per month — all while maintaining 89% containment and CSAT rates. They have proved that t…
…s need,” ~ Daniel Ahn, Sr. Digital Product Owner, HCA With a strong foundation, HCA is now exploring the next wave of digital innovation — leveraging LivePerson’s generative AI tools like auto-summarization and rewrite to further streamline support. As customer expectations and preferences continue to evolve, HCA’s commitment r…
AI capabilities
Conversational AI
…on and speed. Key features deployed for their successful digital transformation Chatbots + automation: Designed specifically for targeted, high volume intents. Multi-channel messaging: Seamless experience across web, SMS, Apple Messages fo…
Technology
LivePerson, SMS, Apple Messages for Business
…ape customer engagement. After securing approval to move forward in April 2022, HCA launched messaging with LivePerson across SMS and Apple Messages for Business to reduce friction and improve resolution. Taking a strategic and measured approach, LivePerson and HCA implemented target…
…Chatbots + automation: Designed specifically for targeted, high volume intents. Multi-channel messaging: Seamless experience across web, SMS, Apple Messages for Business. Payment integration: HCA and LivePerson co-developed a secure, PCI-compliant di…
Implementation approach
The transformation began in 2018 with an initial proof of concept under executive sponsorship, then after securing approval in April 2022, HCA launched messaging with LivePerson across SMS and Apple Messages for Business, taking a strategic and measured approach starting with payment interactions before expanding adoption of LivePerson's AI chatbot and messaging solutions to other high-volume voice intents.
…igital-first tools can deliver.” ~ Daniel Ahn, Sr. Digital Product Owner at HCA This transformation journey began in 2018 with an initial proof of concept. Under the executive sponsorship of COO Vince Rice (now retired), HCA explored t…
…potential of digital transformation initiatives to reshape customer engagement. After securing approval to move forward in April 2022, HCA launched messaging with LivePerson across SMS and Apple Messages for Business to reduce friction and improve resolution. Taking a strategic and measured approach, LivePerson and HCA implemented target…
…SMS and Apple Messages for Business to reduce friction and improve resolution. Taking a strategic and measured approach, LivePerson and HCA implemented targeted deflection strategies — guiding customers from high-friction, payment-related voice interactions to seamless messaging experiences on mobile devices via IVR deflection . Rather than automating voice channels, this deflection-to-messaging strategy…
…llowing the success of the messaging roll-out for payments in digital channels, HCA expanded adoption of LivePerson’s AI chatbot and messaging solutions, strategically targeting the highest volume voice intents to ensure quick containment and successful resolution. “LivePerson provides aut…
