Case Study: Conduent achieves 2-3X support efficiency and faster resolutions with LivePerson's Conversational Cloud

How Liveperson Helped Bring Efficient, Engaging, Always on Web Messaging Support to 49 of Conduent’s Largest Relationships

Conduent, a global provider of HR and business-process services serving one-third of the Fortune 100 across 80 countries, needed to deliver exceptional, personalized employee and retiree experiences at scale while managing high volumes of benefit and HR inquiries — including strong after-hours demand — and to remain agile during disruptive periods like 2020.

Partnering with LivePerson, Conduent deployed the Conversational Cloud, routing technology and AI chatbots built with Conversation Builder plus intent recognition to automate routine questions and route complex issues to the right of its 400+ support reps. The solution handled ~20,000 interactions/month at 2–3× the efficiency of voice channels, cut bot-contained resolution times to ~3 minutes (vs. 10 minutes live), supported up to 400% growth in messaging volume, extended service hours and freed agents to focus on higher‑value work.

Conduent

Neil Rixe

Director of Technology