2.4× more AI citations in 90 days

The challenge

LiveAgent competes in one of the most crowded categories in SaaS — help desk and live chat software — against LiveChat, Freshdesk, Tidio and dozens of other established players. As buyers increasingly research and shortlist tools through AI assistants instead of traditional search, being named (or left out) in an AI-generated answer has become as consequential as ranking on page one of Google.

The solution

LiveAgent uses AmICited to track its own standing across ChatGPT, Perplexity, Google AI Overviews, Google AI Mode and Gemini — not just as an abstract benchmark, but against the exact 11 prompts it expects buyers to ask, like “Best help desk software with live chat, ticketing, and call center for a small support team?”

• A curated, own prompt set — rather than relying on broad category averages, LiveAgent tracks the specific questions its buyers actually ask, so its dashboard reflects real standing in the queries that matter to its business.
• Named-competitor tracking — watching how it stacks up against LiveChat, Freshdesk and Tidio for the same prompts, engine by engine.
• Position, not just presence — AmICited records not only whether LiveAgent is mentioned, but where in the answer, and whether the mention carries a link.

The results

On its own curated prompt set, over the last 30 days, LiveAgent’s AmICited dashboard shows:

• A 63.6% visibility score and 4.2% share of voice — markedly higher than its 2.6% mention rate across AmICited’s broader, general 1,905-prompt tracked set, which mostly isn’t about help desk software at all.
• #21 of 17,946 brands tracked by AmICited overall, and 3rd of 4 in its direct live-chat-and-helpdesk comparison set (behind LiveChat and Freshdesk, ahead of Tidio).
• 57% of its mentions come with a link, not just a name-check — a stronger signal for referral traffic than an unlinked mention.
• An average position of 4.5 when mentioned, named in the top 3 in 45% of those mentions.

The broader lesson AmICited’s own data surfaces for LiveAgent: a category-wide, all-prompts view is useful for benchmarking against competitors, but a brand’s own curated prompt list is what shows its real standing in the queries that actually drive its business — which is exactly why LiveAgent tracks both.