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

Bupa’s Conversational 
 experience drives customer 
 satisfaction and conversions

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Company Size
1,000+
Product
  • LivePerson's Conversational Cloud
Tech Stack
  • AI-powered messaging
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Customer Satisfaction
  • Revenue Growth
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Sales & Marketing
Use Cases
  • Chatbots
Services
  • Data Science Services
About The 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.
The 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.
The 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.
Operational Impact
  • Bupa was able to efficiently and effectively manage inbound customer queries.
  • Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance.
  • 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.
Quantitative Benefit
  • 18% Increase in NPS
  • 96% First-contact resolution
  • 25% Increase in agent efficiency
  • 13x Conversion rates over self-serve
  • 80% Increase in average purchase value

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