Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
RBS · LivePerson
Vendor-reportedBanking & financeScaledEnterpriseNLPLive 2017
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. 5 of 5 figures below appear on that page word for word.
The problem
Customers are under increasing time restraints and are turning to digital solutions rather than traditional face-to-face contact to address their banking needs.
What was deployed
- Vendor
- LivePerson
- Products
- Cora, IBM Watson
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Scale
- over 18 million customers globally, over 6.1 million mobile app users, 63K weekly messaging conversations, 40K customers per day for Cora
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.
63Kweekly messaging conversationsweekly
“Since introducing messaging and automation to RBS’s core operations, it has scaled to more than 63K weekly messaging conversations”
Quoted word for word from the source
1.8efficiency over voice
“with an efficiency of 1.8 over voice”
Quoted word for word from the source
40Kcustomers served by bot dailyper day
“Cora speaks to over 40K customers per day”
Quoted word for word from the source
27conversations successfully answered by bot
“She currently correctly retains and successfully answers on average 27% of conversations”
Quoted word for word from the source
more than 35Kchats across all lines of businessper week
“Additionally, its service team handles more than 35K chats across all lines of business per week.”
Quoted word for word from the source
“To successfully serve your customers well, you have to be there when you want you, in a channel that the customer wants to use. Our long-term relationship with LivePerson allows us to do that, through every type of messaging, integration of our bot, and many other digital solutions.”
Difficulties and limits
- hands off those customers who need more specialised help than she is currently trained on
Sources
- liveperson.com — vendor self-report, 2019-02-01
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