How a Public B2B SaaS Company Improved Support with LivePerson’s Conversational Cloud® and Generative AI

By: GoBeyond Team

July 27, 2025

3 min read

Quick Overview

A public B2B SaaS company used LivePerson’s Conversational Cloud® and generative AI to automate chat support, achieving a 70% deflection rate (up 30%), 44% first contact resolution (up 30%), and a 75-point NPS improvement. Slack integration enabled seamless escalation to human agents for complex issues.

Public B2B SaaS Company

Company Size

Not publicly disclosed

Revenue Range

Not publicly disclosed

Primary Challenge

Increasing automation and customer satisfaction in chat support

Key Metrics

- 70% deflection rate (up 30%)
- 44% first contact resolution (up 30%)
- +75 NPS improvement
- +50 NPS for bot, +70 for support

The Problem

Manual chat support was inefficient and inconsistent

The Solution

Deployed LivePerson’s AI-powered Conversational Cloud with generative AI and Slack integration

Results

- Higher automation and resolution rates
- Improved customer satisfaction and NPS
- Seamless human escalation

Details

Industry

Technology & SaaS

Departments

Customer Support & Service

Use Cases

Live Chat Support

More Case Studies

See All

How Telstra Uses Microsoft Azure OpenAI to Transform Customer Service with “Ask Telstra” and “One Sentence Summary”

Professional Services & Consulting

How TLG Marketing Uses AI to Analyze Hospitality Customer Reviews and Improve Service Quality

Hospitality & Tourism

How New Town High School Uses “Maths Pathway” AI Platform to Personalize Math Instruction

Education & EdTech

How Buzet Increased Organic Traffic by 25% Using Scalenut’s AI-Powered SEO and Content Marketing Platform

Hospitality & Tourism

How Workday Illuminate™ Uses AI-Powered Forecasting and Scenario Analysis to Enhance Financial Planning

Finance & Banking

How Capgemini Accelerated Sales Velocity with Aptivio’s Buyer Intent AI Platform

Professional Services & Consulting