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

By: GoBeyond Team

August 10, 2026

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 United Wholesale Mortgage Uses Google Cloud AI to Double Underwriter Productivity and Accelerate Loan Processing

Finance & Banking

How a Mid-sized Technology Firm Improved Project Efficiency with AI-Driven Scheduling and Task Assignment

Technology & SaaS

How Achievers Achieved 93% First Contact Resolution and 44% Deflection Rate with Forethought AI

Recruitment

How CrowdStrike Falcon Uses AI and Behavioral Analytics for Proactive Cyber Threat Prevention

Technology & SaaS

How SAP Concur Uses AI to Automate and Enhance Expense Management

Technology & SaaS

How American Eagle Reduced Live Chat Volume by 20% and Improved Customer Satisfaction with AI Chatbot

Retail & E-commerce