How HubSpot power user Rachel reduced human livechat demand by 94% with Expertise AI

Introduction

When Rachel migrated from a previous tool to Expertise AI, her goal was simple: reduce live-chat load, improve answers, and capture cleaner data in her HubSpot, without breaking the bank. In 90 days she recorded ~3,500 conversations, with only ~6% needing human handoff, meaning ~94% were resolved by the AI.

"That means 94% less human support… pretty exciting."

— Rachel Bjerstedt

Challenge

• Her previous tool charged by conversations, leading to a bill of $10k+ a year. Expertise AI in contrast has unlimited conversations included in all its paid plans.
• Rachel wanted an easier way to analyze conversations, spot recurring gaps, and write targeted training, without exporting and wrangling data by hand.
• Her previous tool limited channels and bot flexibility which meant no Messenger connection to the chatbot, single-bot constraints, making scale and experimentation harder.

"I want to run a filter and see the most common questions… find when those moments happen so I can adjust my training."

— Rachel Bjerstedt

Solution

Rachel implemented Expertise AI and leaned on four capabilities:

• Unlimited conversations included: Expertise AI has unlimited conversations included in all paid plans, so that helped cut her costs by 80%+ since she has a high traffic website. Then where livechat was relevant, the AI would recommend a link to a page where just the HubSpot live chat was embedded. This helped her keep the best of both worlds.
• Knowledge Gap intelligence: She used Knowledge Gap filters and Knowledge Gap Themes to surface where users were confused, e.g., testing procedures/academic policies, so she could write precise, new training that prevents repeat confusion.
• Integrated lead capture + CRM field mapping: She configured the widget to ask for contact details after two messages (high intent), and mapped first/last name + custom fields ("Student type") directly to HubSpot, no manual cleanup.
• Flexible channels and multiple bots: Unlike her previous tool, Expertise AI supports multiple bots and broader integrations (including Messenger). She's planning a third bot and even an internal help bot for staff.

"I have been impressed. I think you guys did such an amazing job. I cannot speak highly enough."

— Rachel Bjerstedt

Results

Conclusion

Rachel moved from "answering questions" to continuously improving them. With Expertise AI, she:

• Identifies precisely where users get stuck,
• Captures better leads with the right fields at the right moment, and
• Sends clean, mapped data into her CRM, no duct-tape.

Or in her words: "That's pretty exciting."