What You Will Learn:
✅ How Qiscus AI automated 53% of all incoming conversations
✅ How lead routing accuracy reached 99.20%, eliminating misclassification
✅ How human agent workload dropped 65.6%
✅ How Qiscus AI improved response speed and increased high-intent MQLs
About Qiscus SDR Team
Qiscus’ Sales Development Representative (SDR) team manages thousands of monthly inquiries from landing pages, WhatsApp, and other channels. Before adopting Qiscus AI, the team relied heavily on manual processing to identify new leads, qualify them, route them to the right team, and follow up on conversations.
As lead volume grew, especially from digital campaigns, the SDR team faced three critical challenges:
The team needed a smarter, automated system to streamline lead management without compromising response quality.
Goals Qiscus SDR Team Aimed to Achieve
To improve lead management efficiency, Qiscus identified several strategic objectives:
- Automate Lead Qualification & Routing
The SDR team wanted AI to automatically identify whether an incoming conversation was a new lead, an existing client, or a case that could be resolved by AI. The goal was to ensure that only high-value conversations reached SDR, while existing clients were routed directly to CSS (Customer Support Specialist) without manual sorting. - Eliminate Follow-Up Bottlenecks
Following up with unresponsive leads consumed a significant amount of time. The team wanted AI to handle this entirely, from sending reminders to delivering closing messages and auto-resolving inactive chats, so SDRs could focus solely on leads that genuinely engaged. - Improve Response Quality & Consistency
With high conversation volume, maintaining consistent, high-quality replies across agents was challenging. To ensure customers receive fast, clear, and professional responses across agents, the SDR team aimed to leverage AI (via Agent Copilot) to maintain consistency and elevate the quality of communication.
Solutions Implemented by Qiscus SDR Team
To transform its internal lead management operations, Qiscus implemented AI capabilities across the SDR workflow, powered by Qiscus Omnichannel Chat and Qiscus AI. This combination allowed AI to automate the repetitive, time-consuming layers of qualification, routing, and follow-up, enabling the team to focus on high-value conversations and revenue-driving activities.
- AI Agent for Intelligent Screening & Qualification
Qiscus deployed an AI Agent to manage all early-stage interactions before they reached any human agent.
For new leads, the AI Agent assesses whether they are responsive and collects essential information and their intent. Only leads who reply and provide complete information are handed over to the SDR team, ensuring that agents engage only with prospects showing genuine interest.
For existing clients, the AI automatically identifies them through pre-defined questions or analyzes past interaction patterns, and routes them directly to the Customer Support Specialist (CSS) team. This prevents misrouting, eliminates manual sorting, and ensures existing customers get faster, more accurate support. - AI-Driven Follow-Up & Auto-Resolution
A major bottleneck for SDR previously was following up with leads who never responded. Qiscus AI now fully manages this process.
When a lead does not respond, the AI automatically takes over the follow-up process and closes inactive conversations without requiring any human intervention. This allows SDRs to stay focused on engaged, high-intent leads while ensuring that no follow-up step is ever missed and no conversation is left hanging.
All AI operations run on top of a continuously updated knowledge base. This knowledge base is regularly maintained to reflect product changes and updated policies, allowing the AI to provide reliable information at scale.
With this, SDR and CSS no longer need to double-check basic information, and the AI can independently handle a large portion of inquiries with high confidence. - 24/7 Responsiveness with AI During Out Of Office Hours
Even outside of office hours, Qiscus AI continues to serve customers seamlessly. The AI Agent responds instantly to all incoming messages, conducts lead qualification, and handles any basic inquiries.
For support-related issues, the AI guides users to create a helpdesk ticket, ensuring cases are properly logged. However, no handover to SDR or CSS occurs until working hours resume, maintaining structured workflows without compromising response times. This setup provides uninterrupted service coverage without requiring human agents to work overtime or be on standby. - Agent Copilot to Improve Message Quality & Speed
To elevate the quality of outbound communication, the SDR team uses Agent Copilot, an AI-powered writing assistant that helps craft clear, consistent, and professional messages. Agent Copilot supports agents by refining tone, improving clarity, and generating polished replies faster than manual drafting.
This reduces cognitive load on SDRs and ensures that every customer receives a message that feels thoughtful, accurate, and aligned with Qiscus’ brand voice, ultimately improving conversion and customer trust.
The Success Qiscus SDR Team has Achieved
After implementing Qiscus AI, the transformation across the SDR workflow was substantial and measurable.
- 53% of Conversations Now Resolved by AI
AI now handles 53.09% of all conversations, leaving only 46.91% that require SDR or CSS involvement. This is a dramatic shift, when every single conversation needed human handling. With AI managing more than half of all interactions end-to-end, the SDR team can focus exclusively on high-value conversations that drive revenue. - Human Workload Dropped by 65.6%
Human-handled conversations decrease 65.6%. This drop proves that AI is effectively filtering low-intent or low-value interactions before they ever reach an agent. The workload relief enables SDRs to prioritize quality over quantity. - Human Agent Utilization Improved from 100% to 39.88%
Human agent utilization decreased from 100% to 39.88%, unlocking more than 60% points of reclaimed capacity. This gives the team more room to scale, run improvements, and focus their time on meaningful conversations instead of repetitive tasks. It also creates a more sustainable working environment. - Resolution Time Improved by 55% Faster
Resolution time dropped, representing a 55% improvement. With AI taking over initial triaging, routine questions, and follow-ups, issues are resolved much faster—significantly improving customer satisfaction. - Response Speed Improved Across Every Stage
First Response Time improved, dropping 16.7%, while Average Handle Time dropped from 3 minutes to 1 minute 50 seconds, or by 38.9%. These improvements ensure customers receive faster and more consistent replies, regardless of traffic spikes or time of day. - Accurate Routing Ensures Zero Misrouted Leads
AI routes conversations to SDR & CSS, or resolves automatically, achieving 99.20% accuracy. This ensures high-value leads always reach sales, existing clients go straight to support, and low-value interactions are handled by AI, eliminating confusion and improving operational flow.
What They Say About Qiscus AI
“Our SDR team has always been the frontline indicator of whether our lead generation engine is truly working. With Qiscus AI, we’ve transformed how we manage MQLs, AI now resolves 53% of all conversations on its own, allowing our SDRs to focus entirely on high-potential leads. AI handles the heavy lifting, and our frontliners focus on engagement that moves the needle. It’s a game changer for how we scale growth.”
— Gugus A Sakti, Growth Manager at Qiscus
Achieve the Same Success with Qiscus!
Qiscus’ internal transformation proves what’s possible when AI doesn’t just support your team—it elevates them. With Agentic AI, businesses can unlock speed, precision, and clarity across every customer interaction, freeing their people to focus on work that truly drives impact.
If you’re ready to qualify leads smarter, reduce operational friction, and deliver faster, more meaningful engagement at scale, Qiscus AI is here to build that future with you.
Begin your transformation with Qiscus AI today. Contact us here!
