For many South African SMEs, the customer service desk is where scale dreams go to die—overloaded inboxes, long hold times, and a reactive culture that’s outpaced by client expectations. But Legal&Tax, a leading South African financial services provider, turned this operational bottleneck into a growth engine—through AI.
The result? A 24/7 digital customer experience that didn’t just reduce pressure on internal teams—it actively boosted engagement, trust, and conversion rates.
The Problem: High Volumes, Low Capacity
Legal&Tax offers legal insurance, tax assistance, and financial support services to thousands of individuals and families across the country. Their growth brought a new challenge: how to maintain consistent, human-centric service without exponentially increasing overheads.
Clients were reaching out at all hours—often with simple, repetitive queries like:
- “What does my policy cover?”
- “How do I file a claim?”
- “When is my next payment due?”
Human agents were bogged down, response times were slipping, and the cost of scaling support staff simply wasn’t viable.
The Solution: Smart Automation with LivePerson’s Conversational AI
Legal&Tax took a bold step: they implemented a WhatsApp-based conversational AI assistant powered by LivePerson, a global leader in intelligent customer communication.
This wasn’t a basic bot.
This was an advanced virtual assistant trained on Legal&Tax’s services, policies, and workflows—capable of:
✅ Understanding user intent in natural language
✅ Handling first-line support queries autonomously
✅ Escalating complex issues seamlessly to live agents
✅ Delivering proactive outreach and service reminders
And most importantly: it worked within WhatsApp, South Africa’s most trusted messaging platform.
“We needed a solution that would make us more available, not less human. The AI gave us both,” said a representative from Legal&Tax.
The Results: Better Service, Higher Conversions
The rollout was a game-changer:
- Always On: Clients could now interact with the business 24/7—on their own terms.
- Operational Relief: Routine inquiries were handled instantly, freeing up agents for high-value cases.
- Smarter Sales: AI-driven upsell prompts were introduced mid-conversation, leading to a noticeable uptick in policy upgrades and add-ons.
- Customer Loyalty: Faster, more responsive service led to a boost in satisfaction scores and client retention.
“This transformed our customer service,” Legal&Tax reported. “We’ve moved from being reactive to proactive—and clients feel the difference.”
Strategic Insight: AI Doesn’t Replace Humans. It Empowers Them.
Legal & Tax didn’t automate to cut corners. They automated to amplify capability. This is what future-fit South African SMEs are doing—blending tech with touch.
In their case, AI didn’t remove humans from the equation. It freed them to focus on empathy, complexity, and relationship-building.
Could Your SME Unlock the Same Advantage?
At Black Rocket Consult, we work with SMEs across sectors to identify where AI can elevate—not complicate—customer journeys.
🔹 Want to reduce support load while improving client satisfaction?
🔹 Interested in turning WhatsApp into your most powerful sales and service tool?
👉 Book a free consultation. Let’s turn automation into acceleration.