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 Elai.io Powers AI Video Creation for Onboarding, E-Learning, and Multilingual Training

Technology & SaaS

How eye-oo Boosted Sales by 25% and Increased Conversion 5x with Tidio and Lyro AI

Retail & E-commerce

How Oxford VR Combines AI and Virtual Reality to Improve PTSD Treatment

Mental Health

How Bloomberg Law Reduced Risk Exposure by Helping Corporations Comply with Data Privacy Laws

Legal

How Guru’s AI-Powered Knowledge Base Provides Instant Answers and Personalized Recommendations for Sales Teams

Technology & SaaS

How Bella Santé Uses Tidio’s Lyro AI Agent to Automate Support and Boost Sales and Leads

Healthcare & Medical