Routing those leads through forms and static workflows couldn’t meet the moment. Too many prospects got an automated reply telling them to sign up online. Too few had their questions answered. The result was missed opportunities and a buying experience that didn’t match the trust customers were placing in us.

The challenge wasn’t just scale. It was quality. Buyers wanted specific answers:

“We were getting thousands of leads a month and only had capacity to talk to a small fraction. Some leads needed a couple of questions answered to really make a great buying experience, but we weren’t able to provide that personalized experience,” says Harsha Chilakamarri, Go-to-Market Innovation.

Traditional automation couldn’t carry that nuance. Hiring linearly wasn’t sustainable. We needed a different approach.