From Missed Leads to 24/7 Multi-Channel Lead Qualification
Lumia
Multi-channel assistant for Softblues that answers inquiries in web chat, WhatsApp, and voice, qualifies leads, routes them to the right service agent, and logs data to Airtable with analytics.
Book a Case WalkthroughSoftblues needed a system to handle global inquiries across time zones, improve first response speed, and keep lead qualification consistent across channels.
The Challenge
Manual lead qualification caused slow replies, inconsistent answers, and missed opportunities, especially with international prospects and language barriers.
- Limited availability for international clients due to time zones
- Inconsistent lead qualification and follow-up quality
- Delayed responses hurting conversion rates
- Manual data entry and lead tracking
- Language barriers with international prospects
- Resource-heavy first consultations
Our Solution
Softblues built Lumia, a multi-channel communication assistant that works in web chat, WhatsApp, and voice. It identifies a prospect's needs, qualifies the lead, and routes the conversation to specialized agents based on service area. The system supports 24/7 multilingual conversations, logs lead data into Airtable, and provides analytics and reporting for better decisions.
- Multi-channel support across web chat, WhatsApp, and voice
- Lead qualification flow with intent detection and routing
- Specialized AI agents for different Softblues services
- Airtable integration for lead capture and tracking
- Analytics and reporting across all channels
Built with Enterprise-Grade Technology
Goals and Objectives
The client came to us with clear objectives to transform their operations.
24/7 Responses
Provide an automated response system that works around the clock.
Standard Qualification
Make lead qualification consistent across all inquiries and channels.
Reply Under 1 Minute
Reduce response time to under one minute for new inquiries.
Auto Data Capture
Collect and analyze lead data automatically instead of manual entry.
Multilingual Support
Support conversations in multiple languages for international prospects.
Higher Conversions
Increase lead conversion rates with faster and better qualification.
How It All Works Together
Communication Layer
Web chat, WhatsApp Business API, and voice channel handling for real-time conversations.
Processing and Routing Layer
Intent detection and lead qualification logic that routes requests to specialized service agents.
Knowledge Storage
Vector knowledge base stored in Qdrant to support accurate answers and consistent context.
Integrations and Analytics
Airtable CRM integration plus reporting and analytics to track performance and outcomes.
Value and Impact Delivered
Measurable improvements across every dimension of operations.
Response Time
Average response time dropped to about 30 seconds, keeping prospects engaged from the first message.
Qualified Leads
Monthly qualified leads increased from 100 to 160 through consistent lead qualification.
Conversion Rate
Conversion rate improved from 15% to 25% with faster replies and better routing.
Qualification Accuracy
Lead qualification accuracy increased to 92% after running the system on real inquiries.
Inquiries Processed
Processed over 5000 inquiries in the first 3 months while keeping quality stable.
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