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 China State Construction Reduced Rework by 18% Using AI-Powered Cameras and IoT Sensors

Construction

How LeadsGorilla Helped a US Marketing Agency Boost Revenue by 55% with AI-Driven Lead Scoring and Email Automation

Marketing & Advertising

How Deel Uses AI to Deliver Personalized Employee Onboarding Experiences

Technology & SaaS

How SpendWise Solutions Reduced Expense Reporting Time by 40% with AI Automation

Finance & Banking

How SkyHigh Developments Saved $900K with AI Cost Monitoring on a $30M Tower Project

Real Estate

How Amazon Uses AI-Powered Recommendation Engine to Boost Sales and Customer Satisfaction

Retail & E-commerce