Case Study: Open Universities Australia achieves higher CSAT and 250% ROI with LivePerson's Conversational AI

OUA increases CSAT with LivePerson's Conversational AI

Open Universities Australia (OUA), an online higher-education aggregator representing 13 university partners and serving about 350,000 students, needed 24/7 coverage for an international audience, more entry points for prospective students, and higher revenue while moving toward automation that could match the value of human student advisors.

OUA partnered with LivePerson to deploy conversational AI—launching after-hours and concierge bots and expanding automation across web messaging, Facebook Messenger, SMS, Apple Business Chat and other channels, plus internal AI tied to Salesforce. The initiative lifted CSAT from roughly 60–65% to the high 80s and delivered a 250% ROI from a lead-generation bot within six weeks, with continued channel and use-case expansion planned.

Open Universities Australia