How LiveAgent Support Team achieves 98% automation rate with FlowHunt AI chatbot

By Jozef Stofira, Customer Support Team Leader at LiveAgent

As the Customer Support Team Leader at LiveAgent, I’m responsible for ensuring our support operations run efficiently while maintaining the high-quality service our customers expect. When I first explored AI chatbot solutions, I was skeptical about whether any platform could truly understand the complexity of our support needs. That changed when we discovered FlowHunt.

The challenge we faced

Managing support for a comprehensive helpdesk software means dealing with everything from simple “how-to” questions to complex technical troubleshooting. Before FlowHunt, my team spent countless hours on repetitive tasks:

• Manually categorizing incoming tickets
• Asking customers the same basic questions to gather information
• Handling simple inquiries that pulled agents away from complex issues
• Repeating answers to common questions across multiple channels

Every chat that came in required an agent to start from scratch, asking for account details, problem descriptions, and other essential information. On average, this initial phase consumed 5-7 minutes per interaction before we could even begin solving the actual problem.

Why we chose FlowHunt

I evaluated several AI chatbot solutions, but most fell into two categories: either too simple to handle our complex use cases, or so complicated that we’d need a dedicated team just to maintain them. FlowHunt was different.

What impressed me most was the deep integration with our LiveAgent platform. This wasn’t just a chatbot - it was an intelligent system that could work seamlessly within our existing infrastructure. The FlowHunt team understood that we needed more than automation; we needed smart automation that knew when to step in and when to step back.

We needed an AI solution that could handle the majority of inquiries autonomously while knowing when to involve human expertise. FlowHunt delivered exactly that.

Implementation and results

Setting up FlowHunt was surprisingly straightforward. We trained the AI on our extensive knowledge base, product documentation, and historical support conversations. The no-code platform meant my team could configure and refine the chatbot without waiting for developers.

The results exceeded our expectations:

98%+ automation rate

In some sections of our website, the FlowHunt chatbot now handles customer inquiries completely autonomously, with a success rate over 98%. Customers get instant, accurate answers without waiting for an available agent.

5-7 minutes saved per interaction

This was the game-changer. When the chatbot does need to hand off to a human agent, it’s already collected all the necessary information. My agents receive tickets with:

• Complete customer context
• Pre-categorized issue type
• All relevant details already gathered
• AI-suggested responses ready to review

Instead of spending 5-7 minutes on intake, our agents can jump straight into problem-solving.

Intelligent handover

The AI doesn’t just blindly respond - it makes smart decisions. When a customer explicitly asks for a human, or when the complexity requires human judgment, the handover is seamless. The agent sees the complete conversation history and all context.

Enhanced productivity

My team’s productivity has improved dramatically. Pre-categorized tickets and AI-suggested answers mean faster response times and higher resolution rates. More importantly, my agents can focus on what they do best: solving complex problems and building customer relationships.

The efficiency gained from having FlowHunt handle information gathering means my agents can focus on what they do best - solving complex problems.

The power of smart escalation

What sets FlowHunt apart is its intelligent escalation system. The AI doesn’t try to handle everything - it knows its limits. When human expertise adds value, it escalates gracefully. When automation is sufficient, it handles the entire interaction.

This creates the best of both worlds: efficiency through automation for routine inquiries, and human touch for complex issues. Our customers always receive the appropriate level of support.

Looking ahead

We’re already exploring ways to expand our use of FlowHunt. I’m particularly excited about:

• Extending automation to additional support channels
• Refining the AI’s escalation decision-making even further
• Optimizing the answer preparation features to make our agents even more efficient
• Leveraging FlowHunt’s capabilities for proactive support

FlowHunt hasn’t just improved our metrics - it’s transformed how my team works. My agents are happier because they spend less time on repetitive tasks and more time doing meaningful work. Our customers are happier because they get faster, more accurate support. And I’m able to deliver better results with the same team size.

If you’re leading a support team and wondering whether AI can truly help, I can tell you from experience: with the right solution like FlowHunt, it absolutely can.