🤖 LiveChat Automation Playbook

From 130+ live chats to just 45—CSAT climbed from ~3.95 to ~4.85

📊 Results Snapshot

• Live Chat Volume: 130+ → 45 (65% reduction)
• CSAT Score: 3.9-4.0 → 4.8-4.9 (+22% improvement)
• Team Impact: Freed up for high-value tasks
• Scalability: Support decoupled from headcount

🎯 Objective & Context

Primary Goal: Reduce support volume, improve satisfaction, and build a scalable system.

The Problem: Pre-Chatbase, the team was swamped with 130+ daily chats and CSAT hovering at ~3.9–4.0.

The Solution: AI-powered chatbot using existing knowledge base and resolved chat patterns.

🛠 Tools & Ingredients

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Core Tool: Chatbase (AI chatbot powered by your knowledge base, videos, and resolved chats)

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Training Data Sources:

• 📚 Knowledge base articles
• 🎥 Video support transcripts
• 💬 Resolved chat logs
• 📋 FAQ documents