Case Study: Virgin Media achieves up to 42% digital sales conversion and 29% reduction in CPA with LivePerson

Building Virgin Media’s conversational selling machine

Virgin Media UK set out to build a lean digital sales machine that could grow assisted online conversions while preserving customer satisfaction. Facing changing customer behaviour (a mobile-first, asynchronous preference) and the need to balance automation with human empathy, the team needed to scale messaging, routing and agent efficiency without harming CSAT.

Working with LivePerson, Virgin Media combined 100+ purpose-built bots, conversational tools like Conversation Assist, and human agents to automate intent capture, routing and parts of the sales flow. The result: one in five sales now comes from conversational channels, conversion rates up to 42%, >20% incremental sales, a 29% reduction in CPA, 35% higher agent efficiency and sustained 86% CSAT.

Virgin Media

Simon Perrin

Head of Sales