Case Study: Frost Bank achieves 91% CSAT with LivePerson's 24/7 human customer support

Frost Bank maintains 91% CSAT with LivePerson

Frost Bank, a financial institution with over 150 years of history, faced the challenge of expanding its digital channels while maintaining its core commitment to 24/7 human-led customer support. They partnered with vendor LivePerson to achieve their digital transformation goals without resorting to phone trees or AI chatbots for initial customer contact.

Using LivePerson's platform, including its Conversational Cloud and agent workspace tools, Frost introduced web and in-app messaging. The solution integrated generative AI tools like Copilot and KnowledgeAI to enhance agent efficiency. This approach allowed LivePerson to help Frost maintain a 91% customer satisfaction score and achieve a first response rate of under 60 seconds across more than 250,000 conversations per year.

Frost Bank