59:1 ROI
simply from automating text messages
$600k
in additional revenue in the first year
$8k sale
out of a customer complaint, thanks to text.
The solution
That’s when ew introduced Kaitlyn to Hatch Assistant, Hatch's generative AI chatbot offering.
An AI bot that texts inbound leads
With the help of the Hatch team, Kaitlyn used Hatch Assistant to build a bot that could converse with 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, the RBA 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.
“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, RBA has been able to continue reaching 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. With an average conversation duration of 3.91 minutes, that’s 57 hours of work that he has taken off of the team’s plate!
And these numbers are just for the RBA Houston bot. Katilyn has cloned Lance for two additional RBA markets (New Mexico and Kansas City), so when you combine the work of all three bots, you get a total of 1,539 conversations, 524 unqualified leads filtered out, and 122 hours saved in the past month.
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.”
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 tenfold, and I wouldn’t trade him for anything.”
I never thought in my life that I’d be working with AI, but I’ve been using Hatch AI for a few months now and the experience has been unique, enthralling, and borderline addictive.
Truly empathetic AI
Not only can RBA 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.”
The screenshot below is Lance’s response to an unqualified lead who asked about Section 8 housing:
In another example, he reciprocated a customer’s sentiment and even included an emoji.
“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.”