Case Study: Magenta Telekom achieves a 61% CSAT increase and 31% productivity boost with LivePerson conversational AI

Magenta Telekom actions its vision for customer service

Magenta Telekom launched a digital transformation to “digitize simply” and tackle a clear challenge: shift high volumes of customer contact away from voice and email toward the messaging channels customers already use, improving customer satisfaction and agent productivity while reducing staff attrition. The company needed fast feedback loops with contact‑center agents and a way to handle five‑digit weekly messaging requests efficiently.

Magenta introduced WhatsApp and web messaging offered from the IVR, supported by concierge and routing bots, and is rolling out conversational AI and NLU to automate routine tasks and enable proactive two‑way messaging. The result: a 61% increase in CSAT, a 31% boost in agent productivity, reduced attrition, and faster resolution of simple requests so agents can focus on complex issues.

Magenta Telekom

Andreas Biehler

VP Customer Steering & Support