Hyundai Capital America: Transforming customer experience with messaging innovation
Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group for Hyundai, Kia and Genesis leases and loans in the US, partnered with LivePerson starting from a 2018 proof of concept to shift from a voice-dominated contact center to a data-driven, messaging-first strategy across SMS and Apple Messages for Business. Using deflection-to-messaging on high-friction payment interactions, HCA achieved 94% customer satisfaction, an 89% containment rate, and grew messaging engagement from 10,000 to over 100,000 customers served monthly. HCA and LivePerson co-developed a PCI-compliant chatbot debit card payment integration with payment processor ACI.
Overview
Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group for Hyundai, Kia and Genesis leases and loans in the US, partnered with LivePerson starting from a 2018 proof of concept to shift from a voice-dominated contact center to a data-driven, messaging-first strategy across SMS and Apple Messages for Business. Using deflection-to-messaging on high-friction payment interactions, HCA achieved 94% customer satisfaction, an 89% containment rate, and grew messaging engagement from 10,000 to over 100,000 customers served monthly. HCA and LivePerson co-developed a PCI-compliant chatbot debit card payment integration with payment processor ACI.
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Inspect the highlighted sourceThe challenge
HCA had always supported customers across voice channels, but as consumer behavior and expectations shifted, the company was not surprising and delighting its customers and needed to connect faster, resolve smarter, and tailor experiences in ways only digital-first tools can deliver, particularly for high-friction, payment-related interactions.
The solution
HCA partnered with LivePerson starting with a 2018 proof of concept, and after securing approval in April 2022 launched messaging across SMS and Apple Messages for Business. Using a deflection-to-messaging strategy with IVR deflection, HCA guided customers from high-friction payment-related voice interactions to messaging on mobile devices, rather than automating voice channels outright. HCA and LivePerson co-developed a secure, PCI-compliant chatbot integration with payment processor ACI enabling debit card payments directly through the chatbot, deployed via agile sprints without disrupting existing ACI systems.
Reported business value
The transformation delivered 94% customer satisfaction (CSAT) across all channels, an 89% containment rate for all intents, and grew messaging engagement from 10,000 to over 100,000 customers served monthly through LivePerson channels, while HCA is now exploring LivePerson's generative AI tools like auto-summarization and rewrite to further streamline support.
Sources
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