"We knew AI could help us work smarter, but we didn't want another scripted chatbot. We wanted something that could think like a sales rep: qualify, guide, and sell in real-time. That's how SalesBot was born - an AI-powered chat assistant that now handles the majority of HubSpot's inbound chat volume, answering thousands of chatter questions, qualifying leads, booking meetings, and even directly selling our Starter-tier products."
"When we first launched SalesBot, our primary goal was to deflect easy-to-answer, low sales intent questions (example: "What's a CRM" or "How do I add a user to my account"). We wanted to reduce the noise and free up humans to focus on more complex conversations. We trained the bot on HubSpot's knowledge base, product catalog, Academy courses, and more. We are now deflecting over 80% of chats across our website using AI and self-service options."
HubSpot's Conversational Marketing team built SalesBot to reduce human workload and scale chat handling. A global team of more than a hundred Inbound Success Coaches previously fielded thousands of daily chat messages. SalesBot now handles the majority of inbound chat volume, answering thousands of questions, qualifying leads, booking meetings, and selling Starter-tier products. The initial focus targeted deflection of low-intent, easy questions by training the bot on the knowledge base, product catalog, and Academy courses. Deflection exceeded 80% across the website. That success revealed a gap: deflection alone reduces noise but does not grow demand, prompting work on scoring conversations to recapture medium-intent leads.
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