Case Study: PMI shifts 88% of support conversations to messaging with LivePerson

PMI shifts 88% of customer conversations to messaging with LivePerson

The Project Management Institute (PMI), a global project management membership association, faced the challenge of modernizing its outdated customer support model. Their previous on-prem solution lacked basic features for a modern messaging experience and did not allow them to leverage AI and automation. PMI partnered with LivePerson to transition from traditional phone and email to digital-first support channels.

Using LivePerson's Conversational Cloud platform, including web messaging, a virtual assistant, and AI Copilot, PMI successfully shifted 88% of customer conversations to messaging. This solution led to a 24% year-over-year increase in conversation volume and allowed their AI to manage 28.5% of support volume. LivePerson enabled PMI to significantly improve containment rates, upskill its workforce, and handle over 1.5 million interactions with its virtual assistant.