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
Tags
GenAI
LLM
Real-Time Processing
Time-Saving
Client Satisfaction
SaaS
AI Tools Used
No items found.
Sources
https://www.liveperson.com/resources/success-stories/chatbot-customer-support-with-gen-ai/
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