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 ControlHippo Uses AI Chatbots for Omnichannel Customer Engagement and Operational Efficiency

Technology & SaaS

How American Cancer Society Uses Machine Learning to Optimize Donor Communication and Boost Fundraising

Nonprofit & NGO

How Netflix Uses AI to Personalize Content Recommendations and Optimize Originals

Media & Entertainment

How Camping World Used AI to Improve Call Center Efficiency and Lead Capture

Retail & E-commerce

How Lark Uses AI to Enhance Collaboration, Productivity, and Innovation for Remote Teams

Technology & SaaS

How Spotify Uses AI to Deliver Personalized Playlists and Enhance User Engagement

Media & Entertainment