Najm's Customer Experience Transformation with WhatsApp
Najm · Saudi Arabia
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.
Overview
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.
The challenge
Najm relied on phone/voice as its only customer support channel, with response times upwards of two hours and increasing customer complaints, undermining its goal of providing prompt, fair and quality service to motorists across Saudi Arabia.
The solution
Najm partnered with BAB, LivePerson's local Saudi partner, and LivePerson to transform customer support from voice-only to AI-powered chatbots on WhatsApp, including IVR deflection that gives callers the option to connect via WhatsApp instead of phone, covering needs such as opening claims tickets and submitting information and photos through conversational automation.
Reported business value
Najm cut response times from three hours to 15 minutes, reduced contact center costs by 60%, and now handles 250,000 conversations per month, with 40% of conversations occurring on WhatsApp/messaging versus phone. The transformation contributed to Najm winning three Contact Center World Awards in 2022 for Best Customer Service, Best Contact Center, and Best Emergency Services Center in Europe, the Middle East, and Africa.
Sources
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