Project Management Institute shifts 88% of phone and email conversations to messaging with LivePerson AI
Project Management Institute (PMI) has transformed its customer support through partnership with LivePerson, achieving significant digital transformation results. The implementation of LivePerson's Conversational Cloud® platform has enabled PMI to shift 88% of phone and email conversations to messaging channels, including web messaging, WhatsApp, and SMS. Key achievements include over 1.5 million customer interactions with their virtual assistant, a 51% improvement in containment rates year-over-year, and 28.5% of support volume fully handled by AI. The platform integrates AI-powered automation, routing, and generative AI tools like Copilot for agent support.
Il Project Management Institute (PMI) ha trasformato il proprio supporto clienti attraverso una collaborazione con LivePerson, ottenendo risultati significativi nella trasformazione digitale. L'implementazione della piattaforma Conversational Cloud® di LivePerson ha permesso al PMI di spostare l'88% delle conversazioni telefoniche e via email verso canali di messaggistica, tra cui messaggi web, WhatsApp e SMS. Tra i risultati principali vi sono oltre 1,5 milioni di interazioni con i clienti tramite il loro assistente virtuale, un miglioramento del 51% dei tassi di contenimento rispetto all’anno precedente, e il 28,5% del volume di supporto gestito completamente dall’IA. La piattaforma integra automazione alimentata da IA, instradamento e strumenti di IA generativa come Copilot per il supporto agli agenti.
El Project Management Institute (PMI) ha transformado su soporte al cliente a través de una asociación con LivePerson, logrando resultados significativos en la transformación digital. La implementación de la plataforma Conversational Cloud® de LivePerson ha permitido al PMI trasladar el 88% de las conversaciones telefónicas y por correo electrónico a canales de mensajería, incluyendo mensajería web, WhatsApp y SMS. Los logros clave incluyen más de 1.5 millones de interacciones con clientes a través de su asistente virtual, una mejora del 51% en las tasas de contención año tras año, y el 28.5% del volumen de soporte totalmente manejado por IA. La plataforma integra automatización impulsada por IA, enrutamiento y herramientas de IA generativa como Copilot para el soporte de agentes.
프로젝트 관리 협회(PMI)는 라이브퍼슨과의 파트너십을 통해 고객 지원을 혁신하며 중요한 디지털 전환 결과를 얻었습니다. 라이브퍼슨의 Conversational Cloud® 플랫폼 도입으로 PMI는 전화 및 이메일 대화의 88%를 웹 메시징, WhatsApp 및 SMS와 같은 메시징 채널로 전환할 수 있었습니다. 주요 성과에는 가상 비서와의 150만 건 이상의 고객 상호작용, 전년 대비 51%의 개선된 수치 유지율, 그리고 지원 업무의 28.5%가 AI에 의해 완전히 처리됩니다. 이 플랫폼은 AI 기반 자동화, 라우팅 및 에이전트 지원을 위한 Copilot과 같은 생성 AI 도구를 통합합니다.
Le Project Management Institute (PMI) a transformé son support client grâce à un partenariat avec LivePerson, obtenant des résultats significatifs en matière de transformation numérique. La mise en œuvre de la plateforme Conversational Cloud® de LivePerson a permis au PMI de déplacer 88% des conversations téléphoniques et par e-mail vers des canaux de messagerie, y compris la messagerie web, WhatsApp et SMS. Parmi les réalisations clés figurent plus de 1,5 million d'interactions avec les clients via leur assistant virtuel, une amélioration de 51% des taux de rétention d'une année sur l'autre, et 28,5% du volume de support entièrement géré par l'IA. La plateforme intègre l'automatisation alimentée par l'IA, le routage et des outils d'IA générative comme Copilot pour le soutien des agents.
Das Project Management Institute (PMI) hat seinen Kundensupport durch eine Partnerschaft mit LivePerson revolutioniert und bedeutende Ergebnisse in der digitalen Transformation erzielt. Die Implementierung der Conversational Cloud® Plattform von LivePerson ermöglichte es PMI, 88% der Telefon- und E-Mail-Gespräche auf Messaging-Kanäle wie Web-Messaging, WhatsApp und SMS zu verlagern. Zu den wichtigsten Erfolgen gehören über 1,5 Millionen Kundeninteraktionen mit ihrem virtuellen Assistenten, eine 51%ige Verbesserung der Rückhaltesätze im Jahresvergleich und 28,5% des Supportvolumens, das vollständig von KI bearbeitet wird. Die Plattform integriert KI-gestützte Automatisierung, Routing und generative KI-Tools wie Copilot zur Unterstützung der Agenten.
- Shifted 88% of phone/email conversations to messaging channels
- Achieved 1.5M+ customer interactions via virtual assistant
- 51% improvement in containment rates year-over-year
- 28.5% of support volume fully handled by AI
- Successfully implemented AI-powered automation and routing system
- None.
Insights
This partnership showcases significant digital transformation success with 88% shift from traditional channels to messaging and impressive AI implementation metrics. The 51% improvement in containment rates and 28.5% AI-handled support volume demonstrate strong operational efficiency gains. PMI's implementation of LivePerson's Conversational Cloud platform, including WhatsApp integration, AI routing and generative AI tools, represents a comprehensive enterprise-scale deployment. The 1.5 million+ customer interactions through the virtual assistant validates the solution's scalability and adoption. The creation of specialized roles like Bot Monitors indicates a mature AI implementation strategy. However, LPSN's current market cap of
This case study demonstrates LPSN's ability to deliver enterprise-grade AI solutions, particularly significant given PMI's global presence and 1.7 million certification holders. The successful implementation could help strengthen LPSN's position in the competitive conversational AI market. Key differentiators include the platform's multilingual expansion capabilities and generative AI integration. However, investors should note that while this partnership showcases technical capabilities, LPSN's small market cap indicates broader financial challenges. The focus should be on whether this success can translate into improved financial performance and market position in the enterprise AI sector.
World's leading association for project management professionals
teams up with LivePerson to transform customer support
Founded in 1969, PMI is best known for its gold standard project management certifications, with over 1.7 million active certification holders around the world. The PMI team selected LivePerson with the goals of expanding support options to the channels its customers prefer, achieving meaningful outcomes from AI and automation, and upskilling its workforce to maximize its agents' skills.
PMI chose LivePerson's Conversational Cloud® platform for its industry-leading capabilities for the enterprise, including:
- Digital messaging and channel expansion: PMI first introduced LivePerson web messaging, followed by WhatsApp and SMS, to meet customers on the channels they prefer.
- AI-powered automation and routing: PMI built an AI virtual assistant using LivePerson's out-of-the-box capabilities, then worked with LivePerson's solutions team to uplevel its impact. PMI also leverages LivePerson's AI Studio for AI-guided routing that helps customers get what they need using intent recognition, interaction history, and other signals.
- Generative AI for agent support: LivePerson's agent-facing generative AI tool, Copilot, assists PMI agents by auto-suggesting responses to customers and summarizing conversations. "The recap feature has been a hit with our agents," said Daniel Cortez, Customer Advocacy Analyst at PMI. "It quickly summarizes any action items, which makes for faster case handling times."
Since partnering with LivePerson, PMI has achieved significant gains in efficiency and realized true ROI from their AI investments. Notable outcomes include:
- 1.5 million+ customer interactions with PMI's virtual assistant to date
51% improvement in containment rates year-over-year28.5% of support volume fully handled by AI
"Partnering with LivePerson, our customer support AI journey has seen remarkable success," said Mark Emery, Director of Customer Care at PMI. "These achievements have significantly boosted our efficiency and have allowed us to scale in ways not possible before. Additionally, this journey has enabled us to create new roles such as Bot Monitors, driving further innovation in our team."
Going forward, PMI plans to expand its virtual assistant to multiple languages to serve its global audience, as well as leverage additional LivePerson generative AI tools across more channels.
"PMI's exceptional support is a testament to what businesses can achieve when they put customer conversations first," said John Sabino, CEO of LivePerson. "We're proud to be PMI's trusted partner for digital transformation, to have helped them realize remarkable efficiency gains, and to support their relationships with members and certification holders worldwide."
For more information and customer success stories, visit LivePerson's website.
About LivePerson
LivePerson (NASDAQ: LPSN) is the enterprise leader in digital-first customer conversations. The world's leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and AI-powered solutions to accelerate contact center transformation, supercharge agent productivity, and deliver more personalized customer experiences. Fast Company named us the #1 Most Innovative AI Company in the world. To talk with us or our AI, please visit liveperson.com.
Media Contact:
Mike Tague
mtague@liveperson.com
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SOURCE LivePerson, Inc.
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