World's leading association for project
management professionals
teams up with LivePerson to transform customer support
NEW
YORK, Nov. 19, 2024 /PRNewswire/ -- Project
Management Institute (PMI), the world's leading authority in
project management, has transformed its customer support model in
collaboration with LivePerson (NASDAQ: LPSN), the enterprise
leader in digital-first customer conversations. Powered by
LivePerson's Conversational Cloud® platform, PMI's shift to AI,
automation, and digital-first channels has enabled faster, more
convenient support for millions of customers.
Founded in 1969, PMI is best known for its gold standard project
management certifications, with over 1.7 million active
certification holders around the world. The PMI team selected
LivePerson with the goals of expanding support options to the
channels its customers prefer, achieving meaningful outcomes from
AI and automation, and upskilling its workforce to maximize its
agents' skills.
PMI chose LivePerson's Conversational Cloud® platform for
its industry-leading capabilities for the enterprise,
including:
- Digital messaging and channel expansion: PMI first
introduced LivePerson web messaging, followed by WhatsApp and SMS,
to meet customers on the channels they prefer.
- AI-powered automation and routing: PMI built an AI
virtual assistant using LivePerson's out-of-the-box capabilities,
then worked with LivePerson's solutions team to uplevel its impact.
PMI also leverages LivePerson's AI Studio for AI-guided routing
that helps customers get what they need using intent recognition,
interaction history, and other signals.
- Generative AI for agent support: LivePerson's
agent-facing generative AI tool, Copilot, assists PMI agents by
auto-suggesting responses to customers and summarizing
conversations. "The recap feature has been a hit with our agents,"
said Daniel Cortez, Customer
Advocacy Analyst at PMI. "It quickly summarizes any action items,
which makes for faster case handling times."
Since partnering with LivePerson, PMI has achieved
significant gains in efficiency and realized true ROI from their AI
investments. Notable outcomes include:
- 1.5 million+ customer interactions with PMI's virtual assistant
to date
- 51% improvement in containment rates year-over-year
- 28.5% of support volume fully handled by AI
"Partnering with LivePerson, our customer support AI journey has
seen remarkable success," said Mark
Emery, Director of Customer Care at PMI. "These achievements
have significantly boosted our efficiency and have allowed us to
scale in ways not possible before. Additionally, this journey has
enabled us to create new roles such as Bot Monitors, driving
further innovation in our team."
Going forward, PMI plans to expand its virtual assistant to
multiple languages to serve its global audience, as well as
leverage additional LivePerson generative AI tools across more
channels.
"PMI's exceptional support is a testament to what businesses can
achieve when they put customer conversations first," said
John Sabino, CEO of LivePerson.
"We're proud to be PMI's trusted partner for digital
transformation, to have helped them realize remarkable efficiency
gains, and to support their relationships with members and
certification holders worldwide."
For more information and customer success stories, visit
LivePerson's website.
About LivePerson
LivePerson (NASDAQ: LPSN) is the
enterprise leader in digital-first customer conversations. The
world's leading brands — including HSBC, Chipotle, and Virgin Media
— use our award-winning Conversational Cloud platform to connect
with millions of consumers. We power nearly a billion
conversational interactions every month, providing a uniquely rich
data set and AI-powered solutions to accelerate contact center
transformation, supercharge agent productivity, and deliver more
personalized customer experiences. Fast Company named us the
#1 Most Innovative AI Company in the world. To talk with us or our
AI, please visit liveperson.com.
Media Contact:
Mike Tague
mtague@liveperson.com
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SOURCE LivePerson, Inc.
