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 Zara Uses AI and Machine Learning to Revolutionize Supply Chain and Inventory Management

Retail & E-commerce

How Microsoft Quadrupled Lead Conversion Rates Using AI-Based Lead Scoring

Technology & SaaS

How TechFlow Uses ChatGPT Integration to Streamline Internal Communication and Collaboration Across Time Zones

Technology & SaaS

How JP Morgan Chase Uses Persado’s AI to Revolutionize Marketing Copy and Boost Engagement

Finance & Banking

How eBay Processed Contracts 10x Faster and Reduced Legal Workloads with LawGeex AI

Retail & E-commerce

How Godrej Capital Automated Purchase Order and Invoice Approvals Using Cflow Workflow Automation

Finance & Banking