Case Study: RBS Group achieves personalized, scalable mobile customer engagement and 1.8x voice efficiency with LivePerson

RBS creates a personal mobile experience that allows consumers to be more connected than ever before

RBS, which serves over 18 million customers globally, faced a rapid shift toward mobile and digital banking as customers sought faster, more convenient channels without losing a personal touch. To meet its ambition of being the number one bank for customer service, trust and advocacy, RBS expanded a long-term partnership with LivePerson (started in 2006) from a five‑agent chat team to a 1,000‑agent operation supporting multiple brands and digital touchpoints.

RBS implemented web chat, in‑app messaging, cobrowse and automation — notably the IBM Watson‑based bot Cora — integrated across mobile and secure online pages. The program now handles more than 63K weekly messaging conversations and 35K chats across lines of business per week, achieves 1.8x efficiency over voice, has over 6.1 million mobile app users, and uses Cora to engage ~40K customers daily, resolving about 27% of those interactions and routing the rest to specialists.

RBS Group

Alice Fryatt

Head of Digital Customer Support Delivery