LivePerson Case Studies Bupa’s Conversational experience drives customer satisfaction and conversions

Edit This Case Study Record

	Bupa’s Conversational experience drives customer satisfaction and conversions LivePerson

Bupa’s Conversational experience drives customer satisfaction and conversions

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Sales & Marketing
Use Cases	Chatbots
Services	Data Science Services
Challenge	Bupa, a health insurance company, was facing challenges in providing a seamless digital experience to its customers. The complexities of health insurance were proving difficult for customers to understand when applying for insurance online. Bupa recognized the need to transform this intimidating self-serve experience into an educational conversational experience. They aimed to do this through AI-powered messaging, which would allow them to efficiently and effectively manage inbound customer queries on the customers’ time, in their channel of choice. Read More
About Customer	Bupa is a health insurance company that believes in a customer-centric model where customer feedback drives business decisions. They aim to provide a seamless digital experience to their customers, helping them understand the complexities of health insurance. Bupa's goal is to transform the intimidating self-serve experience into an educational conversational experience through AI-powered messaging. Read More
Solution	Bupa engaged LivePerson's Conversational Cloud to manage inbound customer queries efficiently and effectively. This solution allowed Bupa to proactively engage with customers who were exploring their website and products. Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance. The solution also catered to customers for whom English was not a first language, allowing them to take their time digesting information in English and crafting their own response in English as well. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

Data Science Services

Challenge

Bupa, a health insurance company, was facing challenges in providing a seamless digital experience to its customers. The complexities of health insurance were proving difficult for customers to understand when applying for insurance online. Bupa recognized the need to transform this intimidating self-serve experience into an educational conversational experience. They aimed to do this through AI-powered messaging, which would allow them to efficiently and effectively manage inbound customer queries on the customers’ time, in their channel of choice.

About Customer

Bupa is a health insurance company that believes in a customer-centric model where customer feedback drives business decisions. They aim to provide a seamless digital experience to their customers, helping them understand the complexities of health insurance. Bupa's goal is to transform the intimidating self-serve experience into an educational conversational experience through AI-powered messaging.

Solution

Bupa engaged LivePerson's Conversational Cloud to manage inbound customer queries efficiently and effectively. This solution allowed Bupa to proactively engage with customers who were exploring their website and products. Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance. The solution also catered to customers for whom English was not a first language, allowing them to take their time digesting information in English and crafting their own response in English as well.

Impact #1	Bupa was able to efficiently and effectively manage inbound customer queries.
Impact #2	Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance.
Impact #3	The solution catered to customers for whom English was not a first language, allowing them to take their time digesting information in English and crafting their own response in English.

Impact #1

Bupa was able to efficiently and effectively manage inbound customer queries.

Impact #2

Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance.

Impact #3

The solution catered to customers for whom English was not a first language, allowing them to take their time digesting information in English and crafting their own response in English.

Benefit #1	18% Increase in NPS
Benefit #2	96% First-contact resolution
Benefit #3	25% Increase in agent efficiency

Benefit #1

18% Increase in NPS

Benefit #2

96% First-contact resolution

Benefit #3

25% Increase in agent efficiency

Download PDF Version

Overview

Bupa’s Conversational experience drives customer satisfaction and conversions

Operational Impact

Quantitative Benefit