Overview
Salesmate is a leading CRM platform serving over 8,500+ businesses globally across diverse industries, including retail, manufacturing, insurance, real estate, and many more. As a customer experience platform that automates sales, support, and marketing functions, Salesmate has built a reputation for helping businesses streamline their operations and enhance customer experiences across all channels.
With the rapid advancement of AI technology and growing customer demand for intelligent automation, Salesmate wanted to reimagine the future of CRM to maintain their competitive edge and continue delivering exceptional value to their diverse customer base.
Salesmate wanted to bring the agentic features from ideas to impact in less than 3 months, and therefore needed to augment their capabilities with a seasoned team that could lead, research, develop, and deliver on this critical Generative AI project.
30%
Customers adopted agents within a month of launch
90%
Enterprise tasks can be automated
70%
Reduction in customer support costs
Building the Foundation for Infinite Possibilities
The challenge demanded that we think beyond individual solutions, that's when we envisioned a foundational platform - a single, enterprise-grade solution that could create and manage AI agents for any use case. Rather than building specific agents, we created the infrastructure that empowers both Salesmate and their customers to build agents tailored to their exact needs.
We implemented a multi-LLM strategy, integrating all the leading models through a unified interface, to ensure Salesmate wouldn't be locked into a single AI provider and could leverage different models' strengths for tasks. The platform needed to be channel-agnostic, ensuring consistent AI experiences across all customer touchpoints.
Our core design principles centered on universality (working across all industries), deep customization (adapting to specific business needs), and seamless scalability (supporting growth from small businesses to enterprise clients).
Multi-Modal AI Agent Platform
Built-in intelligent context detection automatically triggers appropriate tools and responses based on conversation flow, enabling agents to seamlessly transition between customer inquiries, technical support, and sales qualification. This integrated approach allows businesses to scale operations with human-level performance.
Key Features
Autonomous Agents with Human in-the-loop
Human-in-the-loop functionality includes intelligent handoff protocols, where agents provide comprehensive context summaries, suggested responses, and relevant customer history to humans. This smoothens transitions and maintains service quality during escalations.
Centralized Management & Analytics: A unified dashboard that provides comprehensive oversight of all AI agents, their performance, and operational status. Built-in analytics track business impact and enable proactive optimization.
Knowledge Management and RAG Integration
We implemented a robust Retrieval-Augmented Generation (RAG) system that transforms how businesses handle institutional knowledge. The platform can automatically scrape and process data from websites, converting unstructured web content into searchable knowledge bases that agents can reference in real-time.
Internal knowledge integration supports multiple file formats (PDF, CSV, Word documents, spreadsheets) and automatically processes organizational data into AI-accessible formats. This ensures agents have access to the most current company policies, product information, and procedural knowledge when interacting with customers or executing internal processes.
Tool Use and Sub-Agent Orchestration
Additionally, it supports sophisticated multi-agent workflows where different specialized agents can collaborate on complex tasks. For example, a real estate company can deploy separate sub-agents for property matching, lead qualification, and contract management, all connected to a main customer service agent while sharing context and delivering comprehensive solutions.
How Salesmate’s Customers are Using the Platform
Omnichannel Communication Engine
Voice capabilities include natural language processing for phone interactions, automatic call transcription, and intelligent call routing based on customer intent and conversation history. This ensures seamless experiences regardless of the customer's preferred communication method.
Tone, Style, Voice - Always on Brand
Tone and style customization go beyond simple templates, incorporating advanced natural language generation that maintains brand voice while adapting to different conversation contexts and customer emotional states.
Impact
The platform launch delivered a significant impact across multiple dimensions of Salesmate's business and their customer ecosystem. Early adoption rates demonstrated strong market acceptance, indicating both the platform's intuitive design and immediate business value. Salesmate experienced dramatic operational improvements by implementing their own platform internally, achieving major cost reductions in customer support. Businesses across various industries reported substantial automation of manual processes, fundamentally transforming their operations in areas including customer support, sales and marketing.
30%
Adoption within first month
90%
Tasks Automation Capability
70%
Cost reduction of Salesmate
91%
NPS, indication of strong advocacy
Want AI agents to handle your most time-consuming workflows flawlessly, just like they did?
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