Case Study: Legal&Tax achieves 3x agent efficiency with LivePerson Conversational Cloud

Legal&Tax improves agent efficiency by 3x with LivePerson

Legal&Tax, a South African insurer, wanted to create an always-on AI assistant for customer service requests on WhatsApp while also providing the option for clients to speak with a human agent. Their challenge was finding a platform that could enable a seamless switch between bot and human conversations. They partnered with vendor LivePerson and its Conversational Cloud service to address this.

LivePerson implemented an AI business assistant that allows clients to log claims, access services, and purchase products, with the ability to seamlessly switch to a live agent. This solution improved Legal&Tax's agent efficiency by 300% and delivered 24/7 customer service. The company also plans to further integrate the LivePerson API for end-to-end service.

Legal&Tax