This one blows my mind, and I’m in this stuff every day. Glass Outlet is a building materials company supplying fencing, decking, balustrades, and a whole lot of glass. They’re doing well. Really well, in fact. So well that they’ve got a problem most businesses would love to have — and quietly hate at the same time.
They’re fielding over 10,000 customer touch points a month. Calls, emails, online enquiries, the lot. And here’s the kicker: they can’t get to them all. The phones run hot. Trades order after hours when no one’s around to pick up. Our initial research showed roughly 30% of enquiries going completely unanswered.
That’s not just a service gap. That’s at least 20% of revenue left sitting on the table. Every single month.
So, we set out to fix it. Here’s what we built.
What the AI Web Chat Agent Actually Does
This isn’t a generic chatbot bolted onto a website. It’s a proper AI web chat agent, trained on Glass Outlet’s products, their process, and the way they actually do business. Watch it run in the video and you’ll see it handle a full enquiry start to finish.
Here’s what it manages on its own:
- Trade account verification. Glass Outlet is wholesale only, so the first question is always “do you have an account with us?” The agent checks the back-end automatically and if you don’t have one, it sets up a brand-new account without a single staff member touching anything.
- Product selection guidance. I jumped in as a total non-expert looking for shower screens, using all the wrong terminology. The agent guided me through it anyway, pulling options from a live product knowledge base until we landed on the right spec.
- Quoting with payment built in. It confirms the details, prepares a full quote on the spot, and drops in Stripe payment links so the customer can pay right there. Straight into the back-end, processed, done.
- Automating 50%+ of enquiries. So much of what comes in is repetitive – stock availability, pricing, “can I pick up tomorrow?” The agent handles more than half of those initial enquiries without a human ever getting involved.
The best part? It feels like a real conversation. No clunky forms, no menu trees. Just a fast, helpful exchange that gets the job done.
The Numbers That Make it Real
I love a good stat, so here are the ones that matter. Glass Outlet has 15+ staff working through enquiries. By automating over half of that initial workload, the system frees those people up to chase the big fish, deliver better service, and focus on the work that genuinely needs a human. Or, if they choose, reduce headcount entirely. Either way, it’s a win.
Add it up and we’re looking at an estimated $1.5–2.5 million in savings and revenue uplift and thatpure profit straight to the bottom line.
And here’s what still gets me. Five years ago, technology like this would have cost you millions to build. Today, you can have it up and running in around 90 days. That’s the shift. The economics have completely flipped. The thing that used to be reserved for the giants is now within reach of a building materials supplier in 90 days.
Stop Leaving Money on the Table
Glass Outlet’s story isn’t unique. If your phones are ringing off the hook, your team can’t keep up, and enquiries are slipping through after hours, you’ve almost certainly got the same leak – you just might not have measured it yet.
The good news is it’s fixable, and fixable fast.
See how an AI Sales Agent could grow your revenue, lift your margins, and cut your costs. Book a demo today!
