The use case: how KDDI deploys LivePerson
KDDI uses LivePerson's conversational messaging to let customers contact its call center through channels such as LINE, Apple Messages for Business, and its own apps, alongside phone calls. It also uses bots, and links messaging with auID authentication so conversations reflect the customer's contract status.
More reported results
Figures published in LivePerson’s case study. They are not independently measured by usedby.
As a result, the operator turnover rate is 1.5% lower than the company’s call center, which handles only voice calls.
When individual operator performance was tracked, it was found that an over two-fold increase in productivity was achieved by introducing bots.
In the customer’s words
We are really pleased to work with LivePerson to significantly improve our customer satisfaction.LivePerson users in Telecommunications
Companies in the same sector, with public evidence.
SKY Cable Corporation (SKY)ConfirmedFreedomObserved
TalkTalkObserved
TalkmobileObserved
VerizonObservedGo 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
- May 22, 2023
- Last checked
- Oct 24, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 90%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of KDDI.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- KDDI uses LivePersonChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
By leveraging LivePerson’s conversational messaging to expand its digital channels, KDDI has improved customer experience and achieved a CSAT score of 90%, the highest ever for the company.