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 Stack Overflow Automated Bookkeeping to Cut Manual Processes by 90% and Improve Financial Insights

Technology & SaaS

How HIAS Uses AI to Predict Donation Success and Improve Refugee Resettlement Outcomes

Nonprofit & NGO

How FreeWill Scaled Partner Success and Improved Retention with ChurnZero AI

Technology & SaaS

How UPS Uses ORION AI to Optimize Delivery Routes, Reduce Costs, and Lower Emissions

Retail & E-commerce

How Microsoft Integrated AI into Project Management Tools to Enhance Collaboration and Delivery

Technology & SaaS

How Gravite Uses AI to Revolutionize Qualitative Customer Feedback Analysis and Drive Product and Service Improvements

Retail & E-commerce