LiveX + Wyze Labs: Achieving Industry-Leading Customer Service Excellence
June 1st 2025.
.jpg){kind=avatar}
“Integrating LiveX AI into our customer support has been transformative. In the home IoT sector, we’re setting a new standard for customer experience. The efficiency gains and enhanced customer interactions perfectly align with our mission to make smart home technology accessible, user-friendly, and truly customer-focused.”
Wyze Labs, a leader in affordable smart home technology, partnered with LiveX AI to enhance customer support while improving efficiency and reducing costs. By implementing LiveX AI Assist, Reply, and Search, seamlessly integrated with Zendesk, Wyze achieved:
• 5-Minute Faster Resolutions: AI-assisted responses cut ticket handling time.
• 88%+Self Resolution Rate: LiveX AI Search reduced agent workload significantly.
• Millions in Cost Savings: Streamlined workflows and reduced agent dependency.
• Higher Customer Satisfaction: Faster, more accurate, and brand-aligned support.
With a growing customer base, Wyze sought to enhance its customer support capabilities, balancing high service standards with operational efficiency. Bruce Wagner, Wyze’s Director of Customer Support, oversees a team of 298 agents (both in-house and outsourced) and faced several challenges:
• Managing complex inquiries related to smart home devices
• Reducing customer wait times and response times
• Streamlining workflow for both efficiency and cost savings
• Providing proactive self-service options for customers
After evaluating several industry-leading solutions, Wyze selected LiveX AI as the optimal choice to address these challenges due to its advanced generative AI capabilities, seamless Zendesk integration, and proven results in customer support automation.
Bruce and his team implemented LiveX AI Assist, a Zendesk sidebar app that empowers agents with real-time, accurate product information during live calls and chats. This tool provides instant insights, enabling agents to respond faster and more effectively to customer inquiries. It dramatically reduced the time required to resolve complex issues and optimized the workflow, leading to cost savings and higher efficiency.
Next, Wyze integrated LiveX AI Reply, which automates and personalizes email responses, reducing response time and minimizing errors. This tool’s automatic tagging feature gives the product team essential insights and saves approximately 4-5 minutes per ticket by automating replies at the first touchpoint.
LiveX AI Search was deployed on Wyze’s support page to empower Wyze customers further. This tool enables customers to discover solutions independently through an intuitive and highly accurate AI-driven search interface. It resolves approximately 80% of inquiries autonomously, allowing customers to quickly access support without waiting for an agent and reducing Wyze’s operational load.
"LiveX AI Search has transformed our Zendesk Help Center. Unlike frustrating chatbots, our customers now engage with a familiar, powerful search bar that delivers precise, relevant results. This ease and accuracy have greatly increased engagement." — Bruce Wagner, Director of Customer Support at Wyze.
.png)
