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 General Electric (GE) Uses AI to Enhance Employee Performance and Predictive Maintenance

Manufacturing

How Darktrace Uses Machine Learning for Real-Time Autonomous Cyber Threat Detection and Response

Technology & SaaS

How Tettra Uses AI to Answer Employee Questions, Summarize Info, and Route Queries to Experts, Speeding Onboarding and Knowledge Sharing

Technology & SaaS

How Autodesk Uses AI in AEC Projects to Optimize Scheduling, Resource Allocation, and Progress Monitoring

Construction

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

Retail & E-commerce

How HubSpot Uses AI-Powered Blog Ideas Generator to Accelerate Content Ideation and Increase Blog Traffic

Technology & SaaS