PMI shifts 88% of phone and email conversations to messaging with LivePerson AI
Project Management Institute (PMI)LivePerson Conversational Cloud · LivePerson AI Studio · LivePerson Copilot
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.
Overview
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.
The challenge
PMI's previous on-prem support solution was out of date and lacked many basic features consumers had come to expect from a modern messaging experience — for example, customers couldn't tell during conversations if agents were typing and vice versa. PMI's customers' communication preferences were changing away from traditional email and phone support, and PMI wanted to expand into digital messaging channels while upskilling, not reducing, its support workforce.
The solution
PMI adopted LivePerson's Conversational Cloud platform, first rolling out web messaging while continuing all-human agent support, then adding channels like WhatsApp and SMS. PMI built a virtual assistant, with help from the LivePerson solutions team, and rolled it out across digital channels, then used LivePerson's AI Studio to implement AI-guided routing using intent recognition and interaction history. LivePerson's agent-facing generative AI tool, Copilot, auto-suggests responses to customers and summarizes conversations for PMI's human agents.
Reported business value
88% of PMI's customer conversations now happen on messaging channels. The PMI Virtual Assistant manages approximately 38% of incoming chats and has logged 1.5 million interactions. Web messaging conversations grew 24% year-over-year to about 568,000 in 2023, with a 51% increase in conversations contained year over year from 2022 to 2023. Conversational AI's share of support volume rose from 4% in 2021 to 28.5% in 2024, equivalent to 107,000 customer interactions managed by AI in 2024.
Sources
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