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 Litslink Healthcare Training Uses AI-Driven Personalized Learning and Virtual Simulations to Improve Clinical Skills

Healthcare & Medical

How TTMS Uses AI-Powered E-Learning to Accelerate Helpdesk Training and Onboarding

Technology & SaaS

How Smartling Scaled Personalized Email Outreach 10× Using Apollo’s AI Power-Ups

Technology & SaaS

How Omneky Revolutionizes Advertising with AI-Powered Creative Generation and Optimization

Marketing & Advertising

How Medline Uses Zendesk AI Bots to Manage Over 800,000 Tickets Annually and Boost Agent Productivity

Healthcare & Medical

How GetGenerative.ai Optimizes Task Assignment and Scheduling with AI-Driven Project Management

Technology & SaaS