Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Getnet · LivePerson
Vendor-reportedBanking & financeIn productionEnterpriseNLP
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 2026-09-05. 6 of 6 figures below appear on that page word for word.
The problem
Negative Net Promoter Scores (NPS) across the board, expensive voice channels, limited in-house technical bandwidth, and challenges understanding customer intent for essential services.
What was deployed
- Vendor
- LivePerson
- Products
- Conversational Cloud, Intent Manager, CoPilot
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- hundreds of customer interactions
- Scale
- 17 bot automations, 84 service groups, 300 human agents
- Timeline
- 11 months
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.
74%digital engagement growth across channels
“74% digital engagement growth across channels”
Quoted word for word from the source
up to 87%CSATfrom 44%
“up to 87% CSAT (vs. 44%)”
Quoted word for word from the source
20 daysmigration and deployment time
“20-day migration and deployment”
Quoted word for word from the source
74%share of support conversations handled digitallyOver the course of 11 months
“Digital now makes up 74% of the company’s support conversations while traditional voice channels have dropped down to 26%.”
Quoted word for word from the source
mid-80sCSAT score increasefrom 45.91
“customer satisfaction (CSAT) score, increasing from 45.91 (with the previous provider) to the mid-80s (with LivePerson) — a difference of over 85%.”
Quoted word for word from the source
78 pointsNPS increase
“rising 78 points on average.”
Quoted word for word from the source
“We wanted to provide a fluid end-to-end digital journey for customers, with automations for efficiency — but also the option to involve an agent when the human touch is needed. LivePerson’s Conversational Cloud® platform was perfect for this approach.”
Difficulties and limits
- Negative Net Promoter Scores (NPS) across the board
- Voice channel was expensive and not versatile for customer service
- Limited in-house technical bandwidth for solution setup and modification
- Difficulty understanding customer intent for essential services like debt negotiation and maintenance on digital channels
Sources
- liveperson.com — vendor self-report, 2025-03-19
Similar deployments
Innovative Dining Group · Revmo AI
1200+ — Reservations booked by AI
Vendor-reportedTravel & hospitality · Customer support · NLP · In production · 2025
Houston Methodist · ActiumHealth
18000000 — staffing capacity created
Vendor-reportedHealthcare · Customer support · LLM · In production
Luxury Bath NJPA · Hatch AI
52% — Overall set rate
Vendor-reportedConstruction & real estate · Customer support · AI agents · Scaled
Radiant Credit Union · interface.ai
60% — Asset growth absorbed without contact center team expansion
Vendor-reportedBanking & finance · Customer support · LLM · Scaled · 2022
Talkmobile · LivePerson
92% — Customer Satisfaction Score (CSAT)
Vendor-reportedTelecom · Customer support · NLP · Scaled · 2014