Project Management Institute shifts 88% of phone and email conversations to messaging with LivePerson AI

Core Insights - Project Management Institute (PMI) has partnered with LivePerson to enhance its customer support model through AI and automation, resulting in improved efficiency and customer interaction [1][4] - PMI aims to expand support options across preferred customer channels and leverage AI for better outcomes and workforce upskilling [2][3] Group 1: Partnership and Objectives - PMI selected LivePerson to expand support options and achieve meaningful outcomes from AI and automation [2] - The collaboration focuses on enhancing customer interactions through digital messaging and channel expansion, including web messaging, WhatsApp, and SMS [2] Group 2: AI Implementation and Results - PMI has implemented an AI virtual assistant using LivePerson's capabilities, which includes AI-guided routing based on intent recognition and interaction history [3] - The partnership has led to over 1.5 million customer interactions with the virtual assistant and a 51% year-over-year improvement in containment rates [4] - 28.5% of support volume is now fully handled by AI, showcasing significant efficiency gains [4] Group 3: Future Plans and Innovations - PMI plans to expand its virtual assistant to multiple languages to cater to a global audience and utilize additional generative AI tools from LivePerson [4] - The partnership has enabled the creation of new roles such as Bot Monitors, fostering further innovation within PMI's team [4] Group 4: Industry Impact - LivePerson's CEO highlighted the success of PMI's customer support transformation as a model for businesses prioritizing customer conversations [5] - LivePerson's Conversational Cloud platform is utilized by leading brands to enhance customer interactions and drive contact center transformation [6]