Scaling Support Across Two Global Brands with LiveX AI
July 30, 2025
"If you're a CX leader looking to digitize, reduce ticket volume, or boost sales, LiveX is the way to go. It’s lightyears ahead in terms of product maturity, ease of use, and real AI functionality"
Feit Electric is one of the world’s largest light bulb manufacturers, with a long-standing reputation for quality and innovation. As they expanded their digital footprint, including the acquisition of smart lighting brand Lifx, their support team encountered a critical challenge: rising customer demand, increasing complexity, and limited ability to grow headcount.
With Shopify storefronts in both the US and Australia and a growing international customer base, Feit experienced a surge in support inquiries. These spanned pre-sale questions, post-sale support, and technical troubleshooting. Their internal team, already operating lean, was feeling the pressure. At the same time, their existing AI vendor was falling short. Self-service rates were low, performance was unreliable, and the solution was creating more friction than it solved.
Feit needed a smarter, scalable support solution that could handle both customer-facing inquiries and internal agent workflows. But beyond that, they were looking for a strategic partner who could help their customer service team grow with AI instead of being sidelined by it.
Feit was not looking for another quick automation fix. They wanted a partner who could help them evolve their support model. LiveX stood out for its collaborative working style, with weekly syncs, fast iteration, and a commitment to continuous improvement based on data. This was more than software implementation. It was a co-created solution designed to grow with the business.
One of the most important differentiators was LiveX’s approach to human agents. The goal was not replacement, but empowerment. LiveX gave customer service reps new tools to work faster, respond more effectively, and feel confident in their role. The platform also offered seamless support across both Feit Electric and Lifx, and across two regions.
LiveX's roadmap gave Feit confidence in the future. Advanced features like QR Connect, voice AI, and avatar-based experiences were aligned with Feit’s vision of personalized, modern customer care.
Feit rolled out LiveX AI in two key areas. On the customer side, AI support agents were deployed across the US and AU Shopify sites for both Feit Electric and Lifx. These AI agents now manage a wide range of tasks, from product questions to account support. They give customers instant answers at any hour and smoothly transition to live agents when needed.
Internally, Feit activated the LiveX agent copilot within Zendesk. This tool delivers full ticket history, summarizes past conversations, and suggests customized first replies. It integrates directly into the agent workflow, cutting down manual work and improving ticket handling speed.
This hybrid model allowed Feit to deliver high-quality, consistent support while making life easier for both customers and agents.
Within just weeks, Feit and Lifx saw dramatic improvements. Self-service resolution reached 87.76 percent, with some weeks peaking above 92 percent. This performance was not just a spike. It held strong across two brands and two geographies.
Agents became more efficient thanks to better context and summarized ticket threads. They spent less time on administrative tasks and more time providing thoughtful service. Morale improved as well. Feit’s team appreciated that the AI solution was designed to help them succeed rather than reduce their roles.
After seeing strong results online, Feit is preparing to expand LiveX into their phone support channels. AI will pre-screen calls, gather context, and pass that information to human agents before the conversation begins. This will make phone support faster and more tailored to each customer's needs.
This move reinforces Feit’s commitment to combining human care with intelligent systems. They believe the future of customer support is not about removing people from the equation, but about giving them better tools to serve with care and precision.
With LiveX, Feit is creating a support experience that is personal, scalable, and built to last.
