customer_support · saas · workflow
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Support request arrives
Every support request starts with an AI agent built on Botpress.
Tools used
Botpress
Outcome
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 failed first
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.
Results
Volume5%
Grounding & classification
Source type: vendor customer story
26 fields verified against source quotes.
chatbotconversational aisupport agentchat transcriptsupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedprofessional servicesautomation ratedeflection rateemployee productivityvendor customer storycustomer supportticket triageautonomous resolutionescalation workflow