Verskis: How AI chatbot automated 85.73% of customer inquiries for a SaaS platform

Executive summary

Verskis, a Lithuanian-based SaaS platform, has been struggling with providing timely and accurate Customer Support.

As the user base grew, Verskis shifted its focus from a manual support system to an AI-first approach.

In early 2025, Verskis implemented Parnidia’s AI assistant to help address these challenges. This solution helped the platform achieve 24/7 responses to customer inquiries, as well as providing monthly reports allowing for identification and filling the gaps in the knowledge base.

The collaboration resulted in high success with the AI assistant being able to handle around 80% of customer inquiries, achieving an above-market-average accuracy rate of 85.73%.

The implementation also led to significant financial returns, as annual savings are over 4,900€ and the ROI is 529%.

Introduction to Verskis

Verskis is a Lithuania-based Software as a Service (SaaS) that enables its users to create their own websites and eCommerce stores. Over the past 17 years in operation, Verskis has helped over 1000 different eCommerce businesses in the Baltic region.

With around 7,900 active website visitors per month, Verskis is one of the go-to eCommerce building platforms in the region. The platform offers clients to take control of their project from A to Z, for example, setting up the basics of the website, creating the website tree structure, organising product categories, connecting payment gateways, and delivery merchants.

All of this requires an extensive knowledge base, which Verskis has. Although it is clearly structured and well put together, the users of the platform still have questions that are either not presented in the knowledge base or the users can’t find the answers to.

Challenges of Verskis and their provider at the time

Over time, as the number of users has increased, so has the number of inquiries about various parts of the platform. Customers were contacting Verskis Customer Support via email and live chat.

Before working with Parnidia, Verskis were responding to their customers manually, one by one. Some business owners can argue that responding to your clients by yourself can increase authenticity & personal touch, build better relationships, or handle emotional issues better. In reality, Verskis clients wanted responsiveness and accuracy. When building a website and getting stuck on some part of the process, customers want a fast solution to move on and continue with their work; nobody likes halting their progress by waiting 24 hours to get a response.

Seeing these bottlenecks, the team decided to reshape their Customer Support by introducing an AI bot. But it was not the solution that they were looking for.‍

“Before working with Parnidia, we tried another AI chatbot, but we would often face a few challenges. Customers would need to wait for a while to get an answer, and when the answer would arrive, frequently it would not be accurate.” says Customer Journey Manager Edvinas Prasukas.

On the other hand, Verskis was on the right path to the future of Customer Support. Fast and accurate responses increase customer satisfaction and reduce the workload for the Customer Support team. Win-win for both sides.

Parnidia’s AI solution for Verskis Customer Support

At the beginning of 2025, Verskis decided to try once more to automate their Customer Support using an AI-first approach. Parnidia’s AI assistant would allow the team to focus on more meaningful tasks rather than answering repetitive questions from customers.

Key capabilities:

• Answer common questions about Verskis platform features and capabilities.
• Be available 24/7 and respond instantly, so that each client can work continuously on their project.
• A dynamic knowledge base, allowing Verskis to add new files or enrich the XML file with more information, which is instantly pushed to the AI assistant. It can instantly use the new information to answer clients.

It’s important to note that in today’s age, clients are becoming more impatient. Calculations made by Hubspot show that 90% of customers rate immediate responses as important when having a customer service-related question. To avoid interpretation of what “immediate” is, the same studies have also shown that 60% of customers define it as 10 minutes or less.

On the flip side, a study from Forbes shows the upside of focusing on customer support, as 73% of companies with above-average customer experience perform better financially than their competitors.

Besides the automatic responses, Parnidia also provides Verskis with a monthly report of conversations and their analysis. This helps the team to understand which information in the knowledge base is key for their clients, but most importantly Verskis can see which questions the AI assistant was not able to answer.

“The monthly report is well put together and very useful. Using it as guidance, we can improve our knowledge base. This will lead to even better results from the AI assistant.” says E. Prasukas.

This lets Verskis identify gaps in their knowledge base and fill up the missing spots and improve the accuracy rate.

“Now around 80% of our customers find answers on their own, quickly and easily, without us needing to reply to emails manually.” says Verskis Founder & CEO Vitalijus Dubietis.

Implementation process

Like with every other customer of Parnidia, Verskis team had a minimal time investment while the AI assistant was being integrated into their website. A combined total of 2-3 hours was needed for meetings to understand what Verskis wanted, and testing out the beta version of the product.

“Working with this team was an absolute pleasure! The solution integrated seamlessly into our support system and now helps customers get fast and accurate responses.

The team proved to be extremely competent and professional - they delivered everything quickly and communicated clearly throughout the entire process. The results exceeded our expectations. Highly recommended!” says V. Dubietis.

Results and the ROI

Since the day of its release at the beginning of March 2025, Parnidia’s AI assistant received:

This number spans across March 1st, 2025 and June 26th, 2025

When breaking down by date interval:‍

Conversations handled per day: 5.96 (698 total conversations over the past 117 days) shows that, on average, 6 conversations have been handled per day each day, including the weekends.

Messages handled per day: 16 (1872 total messages over the past 117 days) also shows that on average virtual assistant sent out 16 messages per day for the past 4 months.

Response accuracy: 85.73% (1605 accurate answers out of 1872). The accuracy exceeds the market standard of 80%.

As mentioned above, unanswered questions are not left behind. They are reported to the team of Verskis, which then expands the information in their knowledge base.

Return on investment through time saved

Conversation data

• Total conversations handled per year: 6 x 365 = 2,190
• Projected accurately answered conversations: 2,190 x 85.73% = 1,877
• Average conversation duration: 11 minutes

Time saved

• Time saved per year: 1877 x 11 min / 60 = 344.12 hours

Cost savings

• Customer service specialist salary (gross average in Lithuania): €2,298.57
• Customer service specialist hourly rate: €2,298.57 / 160 = €14.36
• Saved per month: (344.12 hrs / 12)  x 14.36 = €411.79
• Saved per year: €411.79 x 12 = €4,941.56

Return on investment

• Payback period: Under 2 months
• Return on investment (ROI): 529%

Growth in customer service quality and speed

“We are happy that the AI solution works 24/7; it provides a lot of value to our customers. They get answers to their questions over any period of time, especially over the weekends and late in the evening. This allows the client to work on their project regardless of our team's working hours. We can also see significant improvements in the speed and quality of our Customer Service. It is also accompanied by positive feedback from the users, who value that their questions are no longer left unanswered and are answered instantly.”

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Value of understanding what people ask and where there are gaps in the knowledge base

“One of the most significant capabilities of the AI assistant is the ability to see where users are getting stuck, what they are looking for, and what questions are asked more frequently. This allows us to improve the software, remove any confusion that could arise, and consistently expand the knowledge base in a targeted manner. The clearer and more accurate the information is, the less uncertainty it will be for the customer. This helps to reduce repetitive inquiries and have a more effective Customer Support process.”

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How does it feel to switch to AI-first Customer Support?

“Artificial intelligence is great at handling simple technical questions (e.g., information about functionality, instructions, and commonly encountered problems). But when it comes to difficult inquiries that are related to strategy, recommendations, or individual solutions, customers often want to talk to a human agent. They value the ability to consult and receive advice from humans; thus, live contact remains important.

‍We believe that in the future, AI will increase its contributions to human agents' work. On the other hand, human touch will not disappear. It will be especially important where empathy, deeper understanding, and unique solutions are all required. It is likely that over the next few years, a synergy between human agents and AI will take place. Humans will be solving hard questions that require creative thinking, while AI will take care of efficiency and standardised processes.”

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Final remarks?

At Verskis, we strive to achieve a balance between automating everything that is possible to automate, but preserving human contact where it brings the most value.

Conclusion

1. Solution that pays off right away
   Even the first year's ROI reaches 240%, and the upcoming years' return on investment reaches 416%. We calculated pessimistically without considering these factors:
   - With the updates of information in the knowledge base, the accuracy rate can increase in the future.
   - The conversations handled per day can increase in the future.

2. Fast and accurate response is the key
   For users who are using SaaS platforms like Verskis, speed and accuracy are very important, as an unanswered question can lead to the client abandoning their project and switching to another platform.

3. Artificial Intelligence is the future
   As Edvinas has mentioned, they understand that AI is the future, and they are not trying to fight against it. They are doing the opposite- looking for ways to have a balance between AI’s efficiency and humans’ empathy.