AI Experiment: Hacking HubSpot Chat to Improve the Customer Experience [Video]

We integrated AI into our website chat and our KPIs flew off the charts. Here’s exactly how we did it and what we learned along the way.

Key Outcomes:

• 43% increase in chat conversion rates
• >50% improvement in the value per chat
• CSAT scores matched human-led interactions

I like to joke that one of my dumbest moments in early HubSpot history was realizing that potential customers preferred to talk or chat to us directly about buying our product, instead of filling out forms or sending emails.

This seemingly obvious insight was a key turning point, however, as it led to the integration of chat on our HubSpot website.

This simple change ensured that users could instantly connect with our sales and support teams. Since then, chat has been one of our most valuable channels for driving customer satisfaction and acquisitions.

Now, with the expanding capabilities of AI, we’ve been wondering: what would happen if we integrated AI into our chat process? Would AI be able …