The company
This Hatch customer is one of the leading providers of window and door replacements in the U.S.
The problem
This business was already using Hatch to automate its outreach to leads, quoted prospects, and customers. With multi-channel, personalized messaging that continues to follow up until the contact responds, they were seeing significantly higher response rates from contacts.
Conversations falling through the cracks
The only problem was, it was getting harder to keep up with the influx of engagement. With one team member handling as many as 15 respondents each, conversations were starting to fall through the cracks, leading to missed opportunities and disappointed customers.
A burdened team
"Handling these inbound conversations is only one aspect of our job," said Kaitlyn, one of the company's Data Entry Team Leads. "We are always working on several projects at once, but we'd often have to neglect those projects to keep up with these inbound conversations."
Kaitlyn and her teammates were burning the candle at both ends—not uncommon for businesses and call centers today.
The solution
That's when we introduced Kaitlyn to Hatch AI, which enables you to build and train AI agents unlike any other offering in the market.
An AI bot that texts inbound leads
With the help of the Hatch team, Kaitlyn created a bot that could converse with and qualify incoming leads.
She gave him a name (Lance), a tone (professional and empathetic), and a directive (to handle inbound leads).
Built without any code
She then gave Lance a set of prompts like "Ask for more details on the project," "Get their home address," and "Find out what day and time works for them." Just plain language instructions, no need for coding or branch building.
Refined with custom rules
She also created rules so that Lance would know how to detect and respond properly to successful conversations, bailouts (leads that need to talk to a human agent) and discards (unqualified leads).
That moves contacts through the pipeline
Once the conversation is complete, Lance then assigns that contact to the appropriate column in the Hatch conversation tracking board.
The results
Now, Kaitlyn's team depends on Lance to handle new leads coming in, and unlike humans, he can actually converse with multiple contacts at once without skipping a beat in his reply times or service demeanor.
"Lance can talk to 15 leads at once without falling behind on responses, and he does a great job weeding out unqualified leads. This has reduced our workload significantly."
Faster response times. With Lance doing the heavy lifting, Kaitlyn's team has been able to reach out to every lead immediately—but even faster—and also maintain the speed and convenience in the ensuing conversation needed to keep customers satisfied and moving through the funnel.
In fact, his average reply time is 4.72 seconds.
Hours of time saved. With Lance handling the bulk of the conversations and weeding out unqualified leads, Kaitlyn and her teammates now have time to complete the other projects that are critical to company growth.
In the last 30 days, Lance has handled 920 conversations and filtered out 293 unqualified leads. Assuming the average conversation with a lead takes about 15 minutes, that's 230 hours, or 57.5 hours per week!
But because Lance's average conversation duration is 3.91 minutes, he gets those 230 hours done in 57 — that's 75% faster.
And these numbers are just for one bot. Kaitlyn has cloned Lance for two additional markets, when you combine the work of all three bots, you get a total of 1,539 conversations, 524 unqualified leads filtered out, and 513 hours saved in the past month. That's 128 human hours saved per week!
A reduction in overhead costs. The hours saved has reduced overhead costs for this business significantly. Between all three bots, they're saving $3,200 per week in overhead costs, which amounts to $166,400 per year.
Note that the time saved is through customer interaction alone, it does not include the admin work that the bots complete as well, such as updating contact pipeline status and assigning them to team members.
"We depend on Lance, and he has reduced our workload significantly. I know I can focus on the rest of my job duties, while leaving Lance to efficiently do his. This bot has improved my working days by ten fold, and I wouldn't trade him for anything."
Scalable growth. This client's experience with Lance has been so successful that they're considering using it for more than just lead outreach, such as with quote follow-up and existing customer engagement.
"Overall the ease of use has been really fantastic. Anytime I need anything, the Hatch Team is quick to help. Now that Lance is set up, I've duplicated him and have just been refining him as I monitor his conversations."
A new skill. Another bonus of using Hatch AI is that Kaitlyn has now attained and regularly practices the skill of AI prompting, which will prove invaluable in her career path as AI continues to progress forward.
"I never thought in my life that I'd be working with AI, but I've been working on the Hatch AI for a few months now and the experience has been unique, enthralling, and borderline addictive."
Truly empathetic AI. Not only can they count on Lance to collect all of the information needed while adhering to customer communication best practices, but Kaitlyn frequently shares examples of Lance having truly empathetic moments.
"He handles our customers with empathy, grace, and care. I can't count the number of times I've thought to myself, 'How would Lance respond?' when I am typing out a response to a customer."
"I was skeptical at first about having an AI bot talk with customers, but I fully trust Lance. With the help of the Hatch Team, as well as of my team and trusted co-worker Christina, Lance has become an irreplaceable asset and addition to this team."
