We parse inbound emails/chats into structured intents, score ICP fit, auto‑route to the right rep and schedule with fallback rules. CRM remains the system of record.
Pipeline design
- Normalize inbound messages; extract entities and intent.
- Score ICP with rules + model features; compute urgency.
- Route to owners; schedule via calendar API; confirm in the same thread.
- Sync all artifacts to CRM and track stage changes.
Metrics that matter
- Time‑to‑first‑touch and first response quality.
- Booked demo rate by segment and source.
- Leakage between stages (lost/no‑show/reject).
Implementation tips
- Use templates for replies; keep tone consistent.
- Maintain allow lists for CRMs and calendars.
- Keep a manual override for reps and support escalations.
Compliance
Respect regional privacy laws (GDPR/CCPA). Minimize data retention, pseudonymize personal fields, and provide opt‑out flows. Keep audit logs for model‑assisted decisions.