Capitec Bank scales conversational banking on WhatsApp with LivePerson
Capitec Bank· South AfricaWhatsApp · LivePerson Generative Insights · LivePerson Agent Assist
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.
Overview
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.
The challenge
Many South Africans, restricted by limited data plans and device storage, often had to delete essential apps like banking apps to make space for communication apps like WhatsApp. Separately, as Capitec's client base grew rapidly, the bank needed to scale its customer service capabilities without compromising service quality or incurring unsustainable increases in operational costs.
The solution
Capitec collaborated with LivePerson to integrate banking services through popular messaging platforms like WhatsApp, eliminating the need for clients to choose between essential apps. Capitec deployed LivePerson's Generative Insights, which analyzes conversational data across channels through a generative AI-powered interface, and Agent Assist tools such as auto-summary of client interactions, to help customer service agents handle a larger volume of interactions more efficiently.
Reported business value
Capitec's client base grew from 16 million to 22 million (37% growth). The bank handled 15 million client conversations in 2023, 7 million of them via WhatsApp, reporting 78% CSAT and 71% first contact resolution with 2x increased agent efficiency. Unique digital engagements reached 4 million annually.
Sources
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