Issue link: https://impartner.com/resources/i/1535547
Overview Lookout, a leading cybersecurity platform, partnered with Embrace.ai, the leader in conversational AI and knowledge accessibility and Impartner to improve how they support and engage their global partner network. By embedding Embrace.ai's conversational intelligence into their Impartner- powered Partner Hub, Lookout streamlined partner access to knowledge, improved self-service, and reduced internal support overhead while providing valuable insights into partner needs and behaviors. Challenge As Lookout's partner program grew, their partner team faced a rising volume of repetitive inquiries. With support bandwidth stretched thin, response times became inconsistent, and knowledge transfer proved difficult to scale. Traditional methods of partner engagement simply couldn't keep pace with growth or meet expectations for a modern, digital-first experience. The team struggled with low-level support requests consuming valuable time, restricted access to vital partner resources, limited visibility into what partners needed most, and an overreliance on manual intervention for tasks that should have been automated. Solution To overcome these challenges, Lookout embedded Embrace.ai's conversational assistant, which they call 'EVA', directly within their Impartner PRM-powered Partner Portal. This integration created a 24/7 AI-driven experience that allowed partners to self-serve and access information instantly, while simultaneously equipping the Lookout team with real-time insights and greater operational efficiency. The rollout was quick and required minimal IT involvement. The solution was fully branded to match Lookout's partner experience, configurable to meet evolving needs, and tightly governed by Impartner's permission structures to ensure secure content access. EVA also provided automated tracking of partner interactions and sentiment scoring, helping Lookout continuously refine its partner engagement strategy. © 2025 IMPARTNER. All rights reserved. HQ: +1 (801) 501-7000 | Paris: +33 (0) 1 87 16 73 86 | London: +44 (0) 204 576 9682 Industry: Cybersecurity Location: Boston, Massachusetts How Lookout elevated partner experience and productivity by integrating Embrace.ai with Impartner EVA helped us scale without losing our personal touch. Partners love getting instant answers" — Matt Nicholson Channel Account Manager, Lookout Lookout Transforms Partner Engagement with AI from Embrace.ai Results: The results were transformative, both for Lookout's internal teams and their partners. Engagement & Satisfaction • 25% increase in partner self-service interactions • 65% of partners reported easier access to critical information • Faster 24/7 responses, even outside business hours Internal Efficiency • 40% reduction in first-level support costs • 60% fewer repetitive tasks for partner account managers • More time spent on strategic, high-value activities Actionable Insights • Real-time data on trending questions and unmet content needs • Sentiment scoring to flag potential partner friction early • Continuous AI learning to improve response quality over time