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 KPMG’s Clara AI Platform Automates and Elevates Financial Statement Review and Audit Quality

Professional Services & Consulting

How Workday Illuminate™ Uses AI-Powered Forecasting and Scenario Analysis to Enhance Financial Planning

Finance & Banking

How STACK Media Boosted Website Visits by 61% and Reduced Bounce Rate by 73% Using BrightEdge AI

Marketing & Advertising

How BBVA Achieved 117% Customer Growth and 70% Digital Sales with AI

Finance & Banking

How Slack AI Pilot Increased Message Response Efficiency and Reduced Information Overload

Technology & SaaS

How Zenconnect Improved Sales Productivity and Risk Management with Salesforce Einstein AI

Professional Services & Consulting