Business
Project Management Institute shifts 88% of phone and email conversations to messaging with LivePerson AI
World's leading association for project management professionalsteams up with LivePerson to transform customer support NEW YORK, Nov. 19, 2024 /PRNewswire/ --
About this update from Liveperson, Inc.
[{"type":"text","content":"World's leading association for project management professionalsteams up with LivePerson to transform customer support\nNEW YORK, Nov. 19, 2024 /PRNewswire/ -- Project Management Institute (PMI), the world's leading authority in project management, has transformed its customer support model in collaboration with LivePerson (NASDAQ: LPSN), the enterprise leader in digital-first customer conversations. Powered by LivePerson's Conversational Cloud® platform, PMI's shift to AI, automation, and digital-first channels has enabled faster, more convenient support for millions of customers.\n\n \n \n \n \n \n \n\n \nFounded 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.\nPMI chose LivePerson's Conversational Cloud® platform for its industry-leading capabilities for the enterprise, including:\nDigital 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:\n1.5 million+ customer interactions with PMI's virtual assistant to date51% improvement in containment rates year-over-year28.5% of support volume fully handled by AI\"Partnering with Live...