Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Frost Bank · LivePerson
Vendor-reportedBanking & financeUnited StatesScaledLLM
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by liveperson.com (vendor self-report). Checked against the source page on 2026-09-06. 4 of 4 figures below appear on that page word for word.
The problem
Frost Bank needed to expand into new digital channels while maintaining human-centric customer service and improving agent productivity to meet growing customer expectations, especially from younger generations who prefer text-based communication.
What was deployed
- Vendor
- LivePerson
- Products
- LivePerson’s platform, LivePerson’s Conversational Cloud, Copilot, KnowledgeAI™
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- customer interactions, customer history, knowledge base articles from SharePoint
- Scale
- >250k conversations per year
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
91%CSAT
“91% CSAT”
Quoted word for word from the source
<60sfirst response rate
“<60s first response rate”
Quoted word for word from the source
>70%messaging interactions in mobile app
“>70% of messaging interactions are in the Frost mobile app”
Quoted word for word from the source
>250kconversationsper year
“>250k conversations per year”
Quoted word for word from the source
“We have a unique approach in our contact center. We don’t use phone trees. We have live 24/7 customer service, local to Texas. We’re here to help people with all their banking needs.”
Difficulties and limits
- Expanding into new digital channels while keeping real people in every conversation
- Meeting the growing demand from Millennial and Gen Z customers for text-based communication
Sources
- liveperson.com — vendor self-report, 2024-06-05
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