Case Study: SKY Cable Corporation improves CSAT and agent efficiency with LivePerson messaging and chatbot automation

SKY Cable Corporation reduces handle time from hours to minutes with LivePerson

SKY Cable Corporation, a major broadband and cable TV provider in the Philippines, faced skyrocketing customer contact volumes during the COVID-19 pandemic. Their traditional live call center was overwhelmed as customers needed help upgrading packages, accessing bills, and setting up systems without in-person support. To modernize their support and meet this increasing demand, they partnered with vendor LivePerson.

Using LivePerson's Conversational Cloud platform and an AI-powered chatbot named Kyla, SKY launched support on Twitter, Facebook, and Viber. The solution dramatically reduced average handle time from hours to minutes and achieved a 20% bot containment rate, meaning one in five conversations were fully resolved by AI. This led to a 70% improvement in customer satisfaction (CSAT) and a 35% increase in agent efficiency, allowing the team to close approximately 155,000 conversations per month.

SKY Cable Corporation

Lenor Namoc

Head of Contact Centre