How a Security Company's AI Agent Closed 66% of Warm Leads

With more than a million users, the company's warm-lead follow-up, NPS surveying and inbound technical support were all constrained by how many people it could staff. Warm leads went cold waiting for a callback, surveys reached a fraction of customers, and technical support queues were the first thing customers noticed.

A warm sales agent that follows up on inbound and warm leads by voice, handles objections and closes, measured against the human sales team on the same lead pool. An NPS survey agent that reaches every customer, with results flowing back into the company's systems. An inbound technical support agent that resolves customer technical issues at human-level resolution rates and escalates the rest. All three run on ModernEdge's conversational-agent platform with human-level speech and low-latency operation at scale.

The team began by mapping the company's most common sales, support and NPS call flows and the decision points an agent would need to handle in each. Three agents were then configured on ModernEdge's conversational-agent platform, running Claude: a sales agent for inbound and warm leads, an NPS survey agent, and an inbound technical support agent. Each was integrated with the company's customer systems so outcomes flowed back automatically. Every agent was tested against real call scenarios before going live on a subset of volume, and coverage expanded as accuracy held. Two things made the build hard: speech quality had to be human-level in the local language, and the sales agent needed careful A/B measurement against the human team on the same lead pool to prove it was closing deals on its own merit. Survey results and call outcomes flow back into the customer systems, so NPS now covers every customer. The full rollout took a couple of months from kickoff.

Subscription businesses with large consumer bases and phone-heavy operations: security and alarm monitoring, telecom, insurance, utilities, home services. Fits any team where warm leads outnumber reps and support volume is predictable.