Case Study: Bupa achieves 18% NPS lift and 13x conversion with LivePerson Conversational Cloud

As a global health insurance leader, Bupa increases customer satisfaction with LiveEngage

Bupa, a global health insurer, faced a challenge turning a complex, intimidating online application process into a clear, customer‑friendly experience—especially for prospective customers who preferred messaging and for whom English was not a first language. The company saw an opportunity to move beyond self‑serve forms and create an educational, conversational journey that reduced confusion and improved engagement.

Using LivePerson’s Conversational Cloud, Bupa implemented AI‑powered web and WhatsApp messaging and proactive outreach so agents could walk customers through applications, answer questions, and let users engage on their own time. The approach drove strong outcomes: 18% increase in NPS, 96% first‑contact resolution, 25% higher agent efficiency, 13× conversion rates versus self‑serve, and an 80% rise in average purchase value.

Bupa