Knowledge and rules
Customer-facing material, internal information boundaries and handover criteria.
Consumer health and customer operations · Project practice
Bring sales SOPs into everyday conversations
A documented sales SOP does not guarantee consistent execution. This practice embeds decision rules, follow-up steps and handover conditions into the conversation workflow.
60% → 95%SOP execution rateBusiness record reported for this specific project
Source: the sales case in Enterprise AI Implementation Solutions. The execution rate applies to that project only. Daily conversation and handover counts shown in the demo are simulated. Results are not a guarantee for other teams.
The business problem
Experienced advisers carry much of the judgment, while new colleagues need time to learn. Routine inquiries occupy advisers, and managers struggle to see whether each SOP step has been followed.
Where we intervene
Organize customer-facing knowledge, sales standards and handover rules. Connect WeCom conversations to the Agent workflow. Health-related statements, pricing permissions or requests for a person trigger adviser takeover.
How the workflow runs
Connect conversations
Read inquiries and relevant customer information from the authorized channel.
Check boundaries
Check health-related statements, pricing permissions and requests for a human.
Run the SOP
Prepare responses, progress follow-up steps and record actions within the permitted scope.
Hand over to an adviser
Pause automated replies when a decision requires a person.
AI handles
Handle authorized routine responses, follow-up steps and execution records.
People remain responsible
Set sales rules and handle health questions, commitments, pricing permissions and other exceptions.
What the project leaves behind
Conversation workflow
Channel integration, SOP execution, adviser takeover and records.
Adoption and review
Team usage, process checks and updates to knowledge and rules.
When this approach fits
For teams with established products and sales SOPs, and frequent customer inquiries. Starting requires business material, suitable channel access and adviser participation.
Facing a similar problem?
Start with this workflow and define a practical first step.
Source: Enterprise AI Implementation Solutions · sales case
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