LivePerson

HSBC, one of the world's largest banking and financial services organizations, was facing a challenge with its customer service operations. With over 19,000 customer service agents, the bank was dealing with a high volume of repetitive tasks that put pressure on its agents. The traditional career path in the contact center world was also leading to inevitable attrition, as it was defined as agent → team manager → department manager → operations manager → head of contact centre. This lack of opportunity as the field narrows held back the chance of reaching the highest possible customer satisfaction with every interaction. Furthermore, HSBC was planning to shift towards Conversational Banking, which was expected to grow interactions considerably and require conversational experts to manage the chatbots.

In 2019, Open Universities Australia (OUA) decided to transition from live chat to conversational messaging, coinciding with the rebuilding of its digital platform. The goal was to enhance service for the 25,000 students they were catering to at the time. However, the contact centre required all students to create a new password, a task that posed significant challenges in a non-automated world. Additionally, OUA was using Facebook ads that linked to a form, which then funneled details to an outbound team for follow-up. This method was not particularly effective in terms of sales or user experience.

Omni Hotels & Resorts, a luxury brand in a highly competitive market, recognized the importance of every site visitor as a cost-effective means for customer acquisition and revenue generation. They identified the leisure and business travel content of their websites as opportunities for new customer acquisition. Many vacation and retreat packages required human-assistance during the booking and checkout process. The company had been relying primarily on telephone, and some email, as the communication vehicles for customer service. Due to the high volume of inquiries, customers would sometimes wait to obtain the assistance required to book their vacation. Omni wanted to provide an alternative means of engaging with customers and prospects in order to improve customer service and conversion rates, while maximizing the opportunities each site visitor represents for the brand.