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Customer support

SKY Cable Corporation (SKY) · LivePerson

Vendor-reportedTelecomPHIn 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 2026-09-06. 5 of 5 figures below appear on that page word for word.

The problem

Customer contacts skyrocketed due to pandemic, needing to modernize traditional call center to meet demand.

What was deployed

Vendor
LivePerson
Products
LivePerson’s Conversational Cloud, Kyla (chatbot)
Technique
NLP
Build or buy
Bought off the shelf
Deployment
SaaS
Scale
serving more than 700,000 customers
Timeline
6 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.

1 in 5conversations fully contained by AI-powered chatbots

“1 in 5 conversations are fully contained by AI-powered chatbots”

Quoted word for word from the source

77%average CSAT score for bot-contained conversations

“77% average CSAT score for bot-contained conversations”

Quoted word for word from the source

CSATafter 2 months

“70% improvement in CSAT after 2 months”

Quoted word for word from the source · round percentage, no baseline given

155kclosed conversationsper month

“155k closed conversations per month”

Quoted word for word from the source

agency efficiency

“35% agency efficiency increase with automation”

Quoted word for word from the source · round percentage, no baseline given

minutesaverage customer handle timefrom hours

“Hours to minutes – average customer handle time reduced”

Quoted word for word from the source

“When you are messaging Kyla, it’s like you are talking to a live agent. It’s very conversational. I’m receiving lots of positive feedback from the customer. The great thing is they can send messages to our customer service and receive immediate action. And I’ve spoken to the internal Kyla team, and they are very, very happy. They’ve provided a lot of positive comments.”
— Lenor Namoc, Head of Contact Centre

Sources

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