Extendly reduces call centre volume by 30% by automating with Botpress

The Client

Extendly provides 24/7 tech support, custom setups, explainer videos, and high-converting sales funnels for SaaS companies using HighLevel, a leading CRM platform.

But providing 24/7 support is costly and resource-intensive. And doubly so if it's a technical product.

They service over 10% of HighLevel’s SMB market — which means they needed a way to reliably scale their support services.

The team already used an AI chatbot, but it wasn't resolving enough tickets.

With tens of thousands of end users depending on fast and accurate support, Extendly needed a solution to reduce the pressure on human agents — without compromising quality.

The Challenge

Extendly had been offering 24/7 support for years, but their in-house chatbot system couldn’t keep up. Only 5% of conversations were resolved without human help. Every new agency added to their client base meant more agents, more overhead, and more complexity.

They needed an AI solution that could:

• Handle tens of thousands of chats a month
• Integrate seamlessly with HighLevel and their existing systems
• Be easy to configure and evolve over time
• Deliver a fast, friendly user experience at any time of day

A 500% improvement from a legacy chatbot

Legacy systems are difficult to integrate to new platforms or LLM models. It typically requires a full development team, increasing Total Cost of Ownership (TCO) without providing additional value.

But on Botpress, Extendly was able to easily update and integrate their chatbot with minimal cost.

After switching from their legacy system to Botpress, Extendly saw immediate results. Within weeks, they jumped from resolving 5% of chats with AI to over 30% — a 500% improvement in chat deflection.

Now, every support request starts with an AI agent built on Botpress. These agents handle subscription questions, technical issues, onboarding help, and more — all without taking time from an employee.

This shift reduced the overall chat volume handled by human agents and gave Extendly’s team the ability to focus on more complex tickets and high-touch customer relationships.

Improving quality and scale of user requests

Extendly’s chatbot was built to support more than just internal efficiency — it had to serve over 1,000 agencies, totalling up to 400,000 potential end-users.

The team was able to automate routine inquiries, reducing the number of chats handled by human agents by 30%.

This shift led to a far higher quality of service: agents could focus on complex issues instead of spending time on simpler queries.

Just as they intended, the team's AI agent was able to scale effortlessly as chat volume increased, without degrading service quality.

An evolving solution for Extendly developers

Extendly’s development team needed more than a plug-and-play chatbot. They needed an AI solution that could integrate deeply, adapt easily, and meet strict technical and compliance standards.

With Botpress, they got a system that’s easy to evolve and maintain—while still powerful under the hood. Their implementation includes:

• LLM agents trained on Extendly’s custom knowledge bases
• Automated RAG to improve accuracy and reduce hallucinations
• Seamless integration with HighLevel and internal systems via API
• Custom UI elements like ticket creation, escalation flows, and chat history
• Compliance and data protection aligned with SOC II and GDPR standards

Together, these capabilities allow the development team to deliver a smarter support experience — without adding technical debt or sacrificing control.

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Scaling technical customer support with AI

After ditching their in-house AI system, which was both resource- and labour-intensive, Extendly swapped their chatbot to Botpress and saw a jump from 5% of conversations diverted away from human agents to 30% (and growing).

Botpress operates at the key vectors between efficiency and power. Extendly was able to leverage the latest in LLM technology while improving operational efficiency.