Case study · Capitec Bank, South Africa

Capitec serves around 40% of South Africa. Many clients, limited by data plans and phone storage, were deleting the banking app to make room for WhatsApp and social media. The bank needed to bring its services into those channels, and to scale service quality as its client base grew, without a matching rise in headcount.

Conversation design and consultancy as part of the LivePerson team, working closely with Capitec’s Conversational Banking team.

Client and conversation insight → conversational journeys for WhatsApp and digital channels → agent assist features such as auto-summary → optimisation from Generative Insights data

• 15M client conversations in 2023, 7M of them on WhatsApp
• 78% CSAT and 71% first contact resolution
• 2x agent efficiency
• Insights revealed demand outside banking hours, which led to 24/7 service