AI Assistant for Lead Qualification & Customer Support
How to scale sales team capacity during peak season without proportional headcount growth — an assistant integrated into the online chat and sales funnel.
- Industry
- B2B E-Commerce • HVAC
- Format
- Project development with ongoing evolution
- Our Role
- Discovery · Architecture · AI Engineering · Integrations
- Platform
- Online Chat + Knowledge Base + CRM
- Focus
- Lead Qualification · 24/7 Support · Business Actions
Before the project
After the project
Seasonal demand exceeded team capacity by 10x
During heatwaves and peak season, inquiry volume surged almost 10-fold, far exceeding the throughput of a 2-person sales team. Speed of first response became critical.
Expert time was drained by repetitive questions
Managers spent hours answering routine questions about pricing, stock, Wi-Fi setup, and legacy models instead of consulting high-intent buyers.
Hiring didn't align with seasonal unit economics
Training a new HVAC sales rep took 5–6 months due to technical complexity (capacities, system types, refrigerants, installation limits). Premature hiring was expensive, while off-season overstaffing was inefficient.
Risk of losing warm sales leads
While reps were busy with basic queries, warm prospects waited and risked leaving for faster-responding competitors.
Catalog guidance & alternative matching
The assistant provides prices, stock, system capacity, and technical specs. If a requested model is out of stock or archived, the system recommends a compatible active alternative.
- Instant active catalog lookups
- Functional comparison across models
- Automatic alternative matching for legacy items
Lead qualification & rep offloading
Separates informational questions from real sales intent. Customers get instant answers to general questions; when buying intent surfaces, the lead is handed off to a manager.
- Filtering info requests from sales opportunities
- Sales reps spend zero time on basic lookup routine
- Seamless lead handoff to sales reps
Triggering business actions inside the chat
Performs real business actions in the sales funnel, delivering qualified leads with full context and contact details straight to CRM.
- Callback request creation
- Order placement
- Commercial proposal (RFQ) generation
- Full conversation history attached to lead
Server-side dialogue context storage
Custom server-side context state storage enables multi-turn dialogs. The system tracks conversation history and understands follow-up questions.
- Server-side message history storage
- Multi-turn follow-up handling ('Do you have this model in white?')
- Reps start sales conversations with complete context
The system had to learn data grounding
Early prototypes answered too confidently even when information was missing. Reducing hallucination rates and building quality controls became a top priority.
The knowledge base mattered as much as the model
Product cards alone were insufficient. We transformed scattered company knowledge into one unified operational base.
Customers don't speak catalog language
Users ask: 'Need an AC for a 3-room flat', not 'Gree Pular Inverter GWH12AGBXB-K6DNA4A'. The retrieval engine had to be trained on natural customer phrasing.
Coherent dialogue requires state memory
Standard chat platforms didn't pass history. We engineered custom server-side context storage so turns were processed as a single conversation.
- Sales reps stopped spending time on routine info queries and focus strictly on purchase-ready leads
- Sales conversations start with prepared context — reps see client interests, questions asked, and viewed alternatives
- Customers get instant answers to routine questions and can submit requests 24/7
- Inquiry traffic is qualified before manager involvement, eliminating peak-season bottlenecks
- Management gained a measurable sales channel with source attribution
- Sales department throughput scaled without proportional headcount expansion
“We didn't automate sales. We automated the first 70% of the customer journey before the conversation reaches a sales rep.”
Thanks to this, the company scaled seasonal peak traffic without expanding team size proportionally.
If your operations feel harder to manage than they should — we're happy to take a look.
We usually start by identifying one area that can be improved quickly.
Discuss your situation