Case Study: buddybank achieves 95% CSAT and rapid customer growth with LivePerson

buddybank - Customer Case Study

Buddybank, conceived by Angelo d’Alessandro from UniCredit’s innovation team, is the world’s first conversational bank — an iPhone-only app that reimagines personal banking by combining secure financial services with a human-centered, always-on concierge. The challenge was to disrupt Italy’s traditional banking sector while scaling a digital service that still delivers trusted, personalized human interaction.

The solution pairs reliable banking with a 24/7 live concierge accessible through chat, handling both financial needs and lifestyle requests (customers even share their experiences on Instagram). Since launching on 29 January 2018, buddybank has grown by hundreds of customers daily, achieved a 95% CSAT, and proven its value through quick, real-life resolutions like same-day gift delivery, retrieving lost items, and arranging bespoke services.

buddybank

Angelo d’Alessandro

Founder