# How KDDI uses LivePerson

**90%** CSAT score, the highest ever for the company

As published on [liveperson.com](https://www.liveperson.com/resources/success-stories/kddi-conversational-messaging/), May 2023. Captured by usedby on 2026-10-24.

- Company: [KDDI](https://www.usedby.ai/companies/kddi.md)
- Tool: [LivePerson](https://www.usedby.ai/tools/live-person.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)
- Teams: Customer Service Planning Department, Messaging Planning Group, Customer Service Development Department

## 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.

Summary written by usedby from the source page, in English. The figures are those of LivePerson and KDDI, not ours.

> 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.

- **1.5%**: “As a result, the operator turnover rate is 1.5% lower than the company’s call center, which handles only voice calls.”
- **over two-fold**: “When individual operator performance was tracked, it was found that an over two-fold increase in productivity was achieved by introducing bots.”

> We are really pleased to work with LivePerson to significantly improve our customer satisfaction.
>
> Mr. Yuki Hatori, Messaging Planning Group, Customer Service Development Department, Personal Business Planning Division

Source: [liveperson.com](https://www.liveperson.com/resources/success-stories/kddi-conversational-messaging/), captured 2026-10-24.

## LivePerson users in Telecommunications

- [SKY Cable Corporation (SKY)](https://www.usedby.ai/companies/sky-cable-corporation-sky.md) — Confirmed
- [Freedom](https://www.usedby.ai/companies/freedom.md) — Observed
- [TalkTalk](https://www.usedby.ai/companies/talktalk.md) — Observed
- [Talkmobile](https://www.usedby.ai/companies/talkmobile.md) — Observed
- [Verizon](https://www.usedby.ai/companies/verizon.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-24.

- Checked: the figure 90% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of KDDI.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: KDDI uses LivePerson. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/kddi-boosts-csat-with-conversational-messaging · How we check: https://www.usedby.ai/methodology