There’s a lot of noise right now about using AI for customer success.

So I thought I’d cut through it and share some real results we’ve seen at Inflectiv for one of our clients.

A couple of months ago, we rolled out a full customer support solution for a SaaS company. From day one, we decided to go all-in with the HubSpot AI Chat.

The results?
📈 71.73% containment rate!

For context, “containment rate” means the percentage of inquiries the chatbot handles without a human stepping in. The industry average? Anywhere from 30% to 70%. So we’re sitting above the top of that range.

Here’s the part I love:

• The bot was trained entirely on knowledge base articles.
• No fancy branching logic. No custom scripts. Just solid, accurate content.
• And yes—garbage in, garbage out! If your content isn’t correct, up to date, and detailed, your bot will show it. (AI can help here, too!)

HubSpot’s native solution made this super smooth. Their flow builder has clear sections and questions, so you can instantly see what’s not being answered. The AI even suggests new content to plug the gaps—making it ridiculously easy to keep improving.

It’s still early days, but this is a very encouraging signal for how AI can drive real value in customer support.