How a Public B2B SaaS Company Improved Support with LivePerson’s Conversational Cloud® and Generative AI

By: GoBeyond Team

August 10, 2026

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 Holding Redlich Permanently Adopted Lexis+ AI to Enhance Legal Research Efficiency

Legal

How Forge Global and Provectus Use Generative AI to Streamline Corporate Document Management

Finance & Banking

How Tommy Hilfiger Uses AI and Metaverse Fashion Week to Innovate Digital Fashion and Engage New Audiences

Retail & E-commerce

How Workday Illuminate™ Uses AI-Powered Forecasting and Scenario Analysis to Enhance Financial Planning

Finance & Banking

How Coursebox Provides 24/7 AI Tutoring for Personalized Employee Upskilling

Technology & SaaS

How Metinvest Uses Machine Learning with DevRain to Enhance Multilingual Document Search and Management on Microsoft SharePoint

Construction