Case Study: a major UK energy company boosts digital customer service with LivePerson

a major UK energy company reaches 82% first contact resolution with LivePerson

A major UK energy company partnered with LivePerson to address challenges in understanding customer preferences and managing increasing interaction volumes. They sought to modernize communication channels and provide more efficient, personalized support to their large customer base.

Using LivePerson's Conversational Intelligence suite and conversational AI tools, the company gained deep customer insights and automated routine queries. This solution led to an 82% first contact resolution rate, a 4.3/5 ease score, and a 23% containment rate, significantly enhancing both customer and agent experiences.