Case Studies
Hyundai Capital America: Transforming customer experience with messaging innovation
Hyundai Capital America (HCA), the finance arm of Hyundai Motor Group providing Leases and Loans for Hyundai, Kia, and Genesis in the U.S., is on a mission to deliver fast, seamless, and satisfying customer experiences. With an evolving commitment to putting customers first, HCA partnered with LivePerson to transform its service model — shifting from a voice-dominated contact center to a data-driven messaging-first strategy. The result of this digital transformation strategy? Transforming customer experience into a modernized approach that delivered 94% customer satisfaction, more than 100,000 customers served monthly via messaging, and a significant return on investment.
Key performance indicators of this digital transformation journey
94%
customer satisfaction (CSAT)
89%
containment rate
>100k
customers served monthly through LivePerson channels
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How HCA began transforming customer experience
HCA has always supported customers across voice channels — but as consumer behavior and expectations shifted, so did HCA’s vision.
“We weren’t surprising and delighting our customers. There was a push to evolve — to connect faster, resolve smarter, and tailor experiences in a way only digital-first tools can deliver.”
~ Daniel Ahn, Sr. Digital Product Owner at HCA
This transformation journey began in 2018 with an initial proof of concept. Under the executive sponsorship of COO Vince Rice (now retired), HCA explored the potential of digital transformation initiatives to reshape customer engagement. After securing approval to move forward in April 2022, HCA launched messaging with LivePerson across SMS and Apple Messages for Business to reduce friction and improve resolution.
Taking a strategic and measured approach, LivePerson and HCA implemented targeted deflection strategies — guiding customers from high-friction, payment-related voice interactions to seamless messaging experiences on mobile devices via IVR deflection. Rather than automating voice channels, this deflection-to-messaging strategy allowed HCA to contain interactions digitally while maintaining the personal touch customers expect. The results of these digital solutions? An 89% containment rate for all intents and a 94% CSAT rating across all channels!
Following the success of the messaging roll-out for payments in digital channels, HCA expanded adoption of LivePerson’s AI chatbot and messaging solutions, strategically targeting the highest volume voice intents to ensure quick containment and successful resolution.
“LivePerson provides automation as a service — and we want to provide service as automated as possible, so customers get what they need quickly and securely.”
~ Ajay Apte, Director of Digital Transformation, HCA
The adoption strategy has been an overwhelming success, growing messaging engagement from 10,000 to over 100,000 customers per month — all while maintaining 89% containment and CSAT rates — has proved that transforming customer experience via messaging could match, and even surpass in some cases, live agent experiences in satisfaction and speed.
Key features deployed for their successful digital transformation
- Chatbots + automation: Designed specifically for targeted, high volume intents.
- Multi-channel messaging: Seamless experience across web, SMS, Apple Messages for Business.
- Payment integration: HCA and LivePerson co-developed a secure, PCI-compliant digital technology integration with payment processor ACI, enabling debit card payments directly through chatbot — the only channel at HCA currently offering this.
- Fast, agile deployment: Agile sprints enabled seamless API work without disrupting existing ACI systems or business processes.
What’s next
“What we’ve seen is a large appetite to grow the messaging channel. It’s quick, it’s secure, and it’s delivering what our customers need,”
~ Daniel Ahn, Sr. Digital Product Owner, HCA
With a strong foundation, HCA is now exploring the next wave of digital innovation — leveraging LivePerson’s generative AI tools like auto-summarization and rewrite to further streamline support. As customer expectations and preferences continue to evolve, HCA’s commitment remains the same: Deliver personalized, efficient, and brand-consistent service across every channel.