LivePerson Case Studies OUA increases CSAT with LivePerson’s Conversational AI

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	OUA increases CSAT with LivePerson’s Conversational AI LivePerson

OUA increases CSAT with LivePerson’s Conversational AI

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Education
Applicable Functions	Sales & Marketing
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	Open Universities Australia (OUA) was facing challenges in providing around-the-clock coverage to its international audience to increase revenue. They wanted to increase entry points and channels for prospective students to more easily engage with the education aggregator. Their long-term goal was to enhance automation to match the value of human agents. To solve these challenges, OUA created a roadmap of automation use cases over the past two years. Read More
About Customer	Open Universities Australia (OUA) is a leader in the online higher education space with 13 university partners, serving 350,000 students. They started their path to automation through a partnership with LivePerson in 2016. OUA's goal was to enhance the service of the brand’s platform by engaging with a broader scope of prospective candidates. They aimed to provide additional support and meet customers where they are, thus improving the customer experience and growing sales. Read More
Solution	OUA partnered with LivePerson to scale automation across channels. They launched their first bot experience in early 2017, designed to capture after-hours traffic. Since then, OUA scaled automation to include eight unique bot use cases across a variety of channels including Facebook Messenger, SMS, and web messaging. Each of these has been designed to enhance existing services provided by the organization’s human agents, or “student advisors.” OUA has expanded to eight total channels via the LiveEngage platform. They have also automated internal processes, using AI tied into their Salesforce system to generate leads. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Education

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

Open Universities Australia (OUA) was facing challenges in providing around-the-clock coverage to its international audience to increase revenue. They wanted to increase entry points and channels for prospective students to more easily engage with the education aggregator. Their long-term goal was to enhance automation to match the value of human agents. To solve these challenges, OUA created a roadmap of automation use cases over the past two years.

About Customer

Open Universities Australia (OUA) is a leader in the online higher education space with 13 university partners, serving 350,000 students. They started their path to automation through a partnership with LivePerson in 2016. OUA's goal was to enhance the service of the brand’s platform by engaging with a broader scope of prospective candidates. They aimed to provide additional support and meet customers where they are, thus improving the customer experience and growing sales.

Solution

OUA partnered with LivePerson to scale automation across channels. They launched their first bot experience in early 2017, designed to capture after-hours traffic. Since then, OUA scaled automation to include eight unique bot use cases across a variety of channels including Facebook Messenger, SMS, and web messaging. Each of these has been designed to enhance existing services provided by the organization’s human agents, or “student advisors.” OUA has expanded to eight total channels via the LiveEngage platform. They have also automated internal processes, using AI tied into their Salesforce system to generate leads.

Impact #1	OUA has been able to improve the customer experience and grow sales.
Impact #2	OUA has deployed five specialized bots with plans to expand across additional access points.
Impact #3	OUA has expanded to eight total channels via the LiveEngage platform.

Impact #1

OUA has been able to improve the customer experience and grow sales.

Impact #2

OUA has deployed five specialized bots with plans to expand across additional access points.

Impact #3

OUA has expanded to eight total channels via the LiveEngage platform.

Benefit #1	From the time of launch, CSAT score has grown from an average of 60-65% to the high 80%
Benefit #2	Within the first six weeks of launch, lead generation bot resulted in 250% ROI

Benefit #1

From the time of launch, CSAT score has grown from an average of 60-65% to the high 80%

Benefit #2

Within the first six weeks of launch, lead generation bot resulted in 250% ROI

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Overview

OUA increases CSAT with LivePerson’s Conversational AI

Operational Impact

Quantitative Benefit