LivePerson Agent Assist

1 use case using this technology · by LivePerson

1published use cases

1industry

1countries on record

Conversational AI

top AI capability

Evidence mix: High 1 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Financial ServicesConversational AIGenerative AI

Capitec Bank scales conversational banking on WhatsApp with LivePerson

Capitec Bank, one of South Africa's largest retail banks, worked with LivePerson to bring banking services onto messaging platforms like WhatsApp, so clients did not need to delete banking apps to save phone storage. Capitec's client base grew from 16 million to 22 million, it handled 15 million client conversations in 2023 (7 million via WhatsApp), and it deployed LivePerson's Generative Insights and Agent Assist tools to help staff manage a larger volume of interactions, reporting 78% CSAT and 71% first contact resolution.

Capitec Bank· South AfricaWhatsApp · LivePerson Generative Insights · LivePerson Agent Assist