LivePerson Intent Manager

1 use case using this technology · by LivePerson

1published use cases

1industry

0countries 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

How Getnet improved CSAT to over 85% in under a year

Getnet, a global digital and physical payment solutions provider and part of Santander's PagoNxt payment hub, worked with partner A5 Solutions to deploy LivePerson's Conversational Cloud platform, shifting customer service from voice to WhatsApp and other digital channels. The rollout included a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification, and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days. Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.

GetnetLivePerson Conversational Cloud · LivePerson Intent Manager · WhatsApp