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/
More Case Studies
See All
How a Multinational E-commerce Platform Doubled Developer Productivity with GitHub Copilot
Retail & E-commerce
How Buzz Radar Built a Cognitive Command Center Using IBM Watson for Real-Time Marketing Insights
Technology & SaaS
How Compass Integrates AI to Streamline Real Estate Transactions and Improve Client Experience
Real Estate
How FinSecure Bank Reduced Fraudulent Activities by 60% with AI-Driven Fraud Detection
Finance & Banking
How Etsy Uses AI Chatbots to Streamline Customer Service and Support Its Seller Community
Retail & E-commerce
How MSCI Uses Machine Learning and Google Cloud AI to Enrich Asset Data and Manage Climate Risks
Finance & Banking