The use case: how Zurich deploys LivePerson
Zurich UK uses LivePerson's Voice to Messaging (IVR deflection) to move claims customers from phone to web chat, SMS, or WhatsApp. Customers can file claims, upload documents, and receive proactive status updates over messaging.
More reported results
Figures published in LivePerson’s case study. They are not independently measured by usedby.
In 2023, Zurich saw a 149% increase in chats year-over-year.
In the customer’s words
With LivePerson, Hello Zurich, and all the technology that we’re employing, it allows us to give customers more choice, be more proactive, and assess claims faster.Other AI tools used by Zurich
Other public relationships recorded on usedby.
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LivePerson users in Insurance & InsurTech
Companies in the same sector, with public evidence.
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Go straight to the source
Based on LivePerson’s published case study. We check the public evidence; the results are reported by the vendor.
liveperson.com- Source published
- Jun 27, 2024
- Last checked
- Oct 24, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 13 minutesChecked
Printed word for word on the page, near the name of Zurich.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Zurich.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- Zurich uses LivePersonChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
During the pilot, Zurich was able to reduce the time to submit a claim over WhatsApp to just 13 minutes for customers making a contents insurance claim. Zurich plans to expand the service into other lines in the future.