Conversational Automation: Reducing Support Load and Driving Qualified Leads
A B2B SaaS provider offering workflow automation tools was experiencing a sharp increase in customer inquiries as its user base scaled. The support team was overwhelmed by repetitive Tier-1 questions, leading to long response times and reduced customer satisfaction. At the same time, many inbound chat interactions were from potential leads that were not being captured effectively.
Key Results
The Challenge
The client wanted to reduce dependency on manual support while maintaining a consistent and personalized user experience. Key challenges included: large volume of repetitive Tier-1 queries (password resets, billing, onboarding), response time exceeding 2 hours during peak usage, missed lead opportunities due to lack of automated qualification, and inconsistent escalation to Tier-2 support and sales teams. The goal was to deploy an intelligent chatbot that could handle both customer support automation and lead qualification, seamlessly integrated with existing systems.
Why Not Off-the-Shelf?
The client had previously used a generic chat widget with canned responses. However, it lacked contextual understanding, CRM integration, and multi-channel support. They required a conversational AI system capable of understanding intent, personalizing interactions, and triggering workflows in HubSpot and Slack.
Why They Chose Us
The client selected our team for our expertise in AI-driven automation and ability to bridge technical execution with business outcomes.
Experience in implementing intelligent bots integrated with CRMs and support systems
Deep understanding of conversational design, NLU (Natural Language Understanding), and escalation logic
Focus on measurable KPIs: ticket deflection, CSAT, and lead qualification rates
End-to-end ownership — from conversation flow design to post-launch optimization
Our Solution
The project was executed in three structured phases:
Phase 1 – Conversation Design and Workflow Mapping: Analyzed historical support tickets to identify repetitive queries. Designed conversation flows covering FAQs, troubleshooting, and lead capture journeys. Defined escalation rules for human intervention and lead routing.
Phase 2 – Chatbot Development and Integration: Built the chatbot using Dialogflow with custom webhook integrations. Connected to HubSpot CRM for lead creation and tagging. Integrated Slack notifications for escalations and AWS Lambda for serverless execution.
Phase 3 – Training, Testing, and Optimization: Trained the NLP model with domain-specific utterances and synonyms. Deployed A/B tests for conversation flows and monitored real-time analytics. Iteratively improved response accuracy and engagement metrics.
Technologies Used
Key Highlights
Automated over 60% of repetitive Tier-1 queries
Real-time lead qualification integrated with HubSpot
25% improvement in customer satisfaction scores
Seamless escalation to support and sales via Slack
Continuous NLP training for accuracy improvement
"The chatbot has fundamentally improved our support efficiency and lead pipeline. Our team now focuses on strategic conversations instead of repetitive questions. The implementation was fast, smooth, and impactful."
Head of Customer Success
B2B SaaS Company
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