Extendly boosts AI chat deflection from 5% to over 30% with Botpress
Extendly's in-house chatbot resolved only 5% of conversations without human help, making 24/7 support increasingly costly: every new agency client meant more agents, more overhead, and more complexity.
The legacy in-house AI system could not keep up with demand and was difficult to integrate with new platforms or LLM models, requiring a full development team and increasing total cost of ownership without delivering additional value.
After switching to Botpress, chat deflection jumped from 5% to over 30% — a 500% improvement — and the volume of chats handled by human agents fell by 30%, allowing agents to focus on complex issues.
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Frequently asked questions
What did this team achieve with this AI workflow?
After switching to Botpress, chat deflection jumped from 5% to over 30% — a 500% improvement — and the volume of chats handled by human agents fell by 30%, allowing agents to focus on complex issues.
What tools did this team use?
Botpress.
What results were reported?
Chat deflection rate (before): 5%; Chat deflection rate (after): over 30%; Chat deflection improvement: 500%; Reduction in chats handled by human agents: 30% (source-reported, not independently verified).
What failed first in this deployment?
The legacy in-house AI system could not keep up with demand and was difficult to integrate with new platforms or LLM models, requiring a full development team and increasing total cost of ownership without delivering…
How is this customer support AI workflow structured?
Support request arrives → AI handles routine inquiries → Complex tickets routed to humans.