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 Amazon Transformed Fulfillment with 200,000+ AI-Powered Robots for Faster, Safer Order Processing

Retail & E-commerce

How Cosabella Boosted Email Revenue by 60% Using Emarsys AI-Powered Marketing Automation

Retail & E-commerce

How Gibbons P.C. Uses Lexis+ AI to Accelerate Case Strategy Development and Enhance Legal Research Efficiency

Legal

How Salesloft Uses AI for Deal Risk Analysis and Forecasting to Improve Close Rates

Professional Services & Consulting

How Harbinger Group Developed AI-Powered Onboarding and Learning for a Multinational Investment Bank

Finance & Banking

How Globo Uses InVideo AI to Automate Video Scriptwriting, Editing, and Voice-Overs, Tripling Video Output

Media & Entertainment