Testing in Days, Selling in Minutes: How U.S. Gold Bureau Captures Sales It Used to Lose

The Takeaway

U.S. Gold Bureau's AI Messaging Agent now instantly engages overflow and after-hours demand, routes by intent,
and carries the conversation to a scheduled callback with a rep.

• Live in 2 weeks, testing began within 2 days
• 57% of opted-in customers engaged with the agent, half scheduled a callback
• $2,000 sale captured end-to-end from a single chat conversation

Mission

The U.S. Gold Bureau was founded to bring trust and integrity to all aspects of the precious metals acquisition process. Their goal is to always exceed customers' expectations by helping them make better, more informed buying decisions.

Challenge

When consumers are buying or selling precious metals, they research and compare online and reach out when they're ready to talk. Every inbound chat or call that comes in during peak hours or after close isn’t a coin flip. Answer it fast and capture a serious buyer, or lose them to the dealer who responds first. The U.S. Gold Bureau needed a way to capture that overflow demand without adding headcount, and they needed proof that it would work quickly.

Solution

Invoca's AI Messaging Agent was deployed to capture overflow and after-hours demand as soon as it appeared. The agent was built to:

• Engage every overflow chat or missed call instantly via SMS
• Route leads by intent, filtering new leads from existing customers with a service need
• Qualify the conversation and schedule a callback with a rep
• Hand off with full context, so reps pick up the conversation instead of starting over
• Get up and running fast, using the conversation data the U.S. Gold Bureau already had in Invoca

CMO Jody Farmer wasn’t sure that speed was even possible.

"We were skeptical that we could get an AI SMS agent up and running quickly, but Invoca had us testing within two days and fully live in two weeks. With other vendors, that process can take months."

The U.S. Gold Bureau’s Jeremy Gutierrez saw the agent prove itself end-to-end. The agent "successfully routes by intent," he said, and delivered real "end-to-end impact," from chat to callback to sale. He pointed to one conversation in particular: an 8-minute exchange that turned into a $2,000 sale that would have otherwise been lost.

Results

• Live in 2 weeks and testing began in just 2 days 
• 57% of customers who opted in engaged with the agent
• Half of those engaged conversations scheduled a callback
• $2,000 sale captured end-to-end from a single chat conversation, cited as a direct example of recovered revenue

The U.S. Gold Bureau didn't need a long pilot to see the case for the agent; the speed to launch and to a closed sale made the value obvious almost immediately. 

“Because Invoca already had our conversation data, the agent was trained and ready to go almost immediately, and it just keeps getting smarter. It's already learned to handle distinctly different customer types in just the few weeks we've been live,” said Farmer.

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