Executive Summary
Feit Electric and LIFX needed scalable support across United States and Australia storefronts without losing human service quality.
LiveX helped automate repeat questions and gave agents AI assistance for the conversations that still needed a human.
Key Results
Choosing LiveX
Feit Electric needed a support partner that could work across two brands, two markets, and existing commerce and support systems.
The Solution
LiveX combined customer-facing AI support with Zendesk copilot summaries and smart replies, helping agents resolve issues with better context.
Results
The program reached 91.6% self-service resolution while preserving human escalation for complex account, warranty, and product questions.
What Comes Next
Feit is positioned to extend AI-enhanced support into phone channels and additional high-touch customer workflows.
