Case Study: a leading musical instruments retailer achieves PCI compliance with LivePerson Analytics Studio

Leading Musical Instruments Retailer achieves PCI compliance without sacrificing call data with LivePerson

A leading online musical instruments and pro audio equipment retailer needed to maintain PCI compliance in its extensive backlog of call recordings without losing the valuable customer data held within them. Their sales process relied on these conversations, and pausing recordings to avoid capturing payment data risked losing critical insights. They turned to LivePerson and implemented its Analytics Studio conversation intelligence software to address this challenge.

LivePerson's solution used AI and natural language processing to post-process and scrub sensitive data from call recordings, achieving full PCI compliance while preserving audio quality and data integrity. This allowed the retailer to safely mine their call data at scale, leading to improved sales engineer coaching, a better understanding of customer sentiment, and the ability to identify and overcome common sales objections. With LivePerson, the retailer enhanced its customer experience and made more informed, data-driven decisions.