Pictory Scales Instant Support and Boosts Retention with LiveX AI
August 4, 2025
"LiveX is more than a support bot: it is a 24/7 assistant that accelerates onboarding, improves conversions, and enhances customer retention without increasing headcount."
From time-dependent responses to instant resolutions: how Pictory used LiveX AI to accelerate onboarding, reduce support burden, and unlock product insights.
Pictory, the leading AI video-creation platform, serves a fast-growing global user base of over a million monthly website visitors and thousands of paying customers.
Despite a dedicated customer support team covering nearly every time zone, there was a critical four-hour daily gap with no live support coverage. And during peak hours, questions can stack up, causing a delay in responses to customers.
These delays can be deal breakers for some customers. The Pictory team knew it had a world-class product, it just needed to elevate its support to the same standard.
Pictory turned to LiveX to close the coverage gap and automate the moments where customers needed fast, accurate resolution. The LiveX AI Agent was launched to provide instant, round-the-clock support, especially during the four-hour window with no live agents available. It now handles high-volume, low-complexity questions like “Can Pictory create a script for me?” or “How do I add a voiceover?”, giving customers immediate answers without needing to wait.
By taking on these routine queries, the LiveX Agent also freed up human reps to focus on more complex technical questions and unique customer scenarios that need customized solutions.
LiveX AI resolves an average of 89.83% of Pictory support inquiries automatically, providing fast, accurate answers across all hours and time zones. This shift to 24/7 self-service ensures users are supported instantly.
By answering the vast majority of standard questions, Pictory is providing a higher level of service by improving the customer experience, reducing response times, and preserving the human team’s bandwidth for more complex situations.
The AI assistant also plays a major role in accelerating user onboarding. During the 14-day trial period, prospects now get immediate help when questions arise, eliminating blockers, boosting confidence, and helping more users reach value faster.
That smoother experience carries through to long-term customers as well. Retention has improved among users who engage with the assistant. They’re more likely to stay because they’re able to troubleshoot issues quickly, discover new features independently, and maintain momentum in their creative workflows.
LiveX is also helping drive pre-sales conversion. The AI assistant answers critical top-of-funnel questions like “What does Pictory do?” and “Are there discounts for annual plans?”, removing friction right when users are considering whether to buy. The result is more confident buyers and stronger funnel performance.
Finally, LiveX has become a valuable source of product feedback. The team at Pictory now tracks repeated user questions through the assistant and uses those insights to inform roadmap prioritization.
What began as a support solution quickly revealed its impact on revenue. By analyzing user cohorts, the Pictory team compared conversion rates between users who interacted with the LiveX AI assistant and those who didn’t. The results were striking: users who engaged with the assistant converted at 3–4× higher rates than those who didn’t.
This prompted a deeper look at the types of questions users were asking. It turned out the AI assistant wasn’t just answering support tickets, it was fielding critical pre-sales questions across the entire funnel. From “Which plan is right for me?” to “What features come with Pro?” to “Can I use this for YouTube Shorts?”, the assistant was handling a lot of what a live sales rep might normally answer.
Instead of treating sales, support, and onboarding as separate silos, the LiveX assistant created a unified experience, helping users move from curiosity to commitment with no handoffs, no waiting, and no friction. For Pictory, this blurred the line between support and conversion in the best possible way: by lifting revenue by improving the customer experience.
Strategic Fit: Automation Makes For Better Customer Success
LiveX is now a foundational part of Pictory’s product-led growth strategy. It enables the team to serve a fast-growing global audience with round-the-clock, high-quality support. By automating where it matters most, Pictory has created space for its human Customer Success Team to focus on complex issues, customer education, and long-term success.
The result is a scalable support model that balances efficiency with strategic impact.
