“If you do what you’ve always done, you’ll be where you’ve always been.”
This is something we live by every day at Hatch, but every once in a while you have to make an extra big leap. And with AI knocking insistently at the door, it’s time for us to make that leap for our customers.
Today we announce that we are AI-first. Leading the charge in helping contact centers build, deploy, and monitor AI with confidence.
Read the press release here.
How did we get here?
It’s simple: We owe it to our customers.
The world has hit a tipping point—AI is here, it’s moving fast, and it's new territory. But many of the answers businesses are waiting for aren't going to come until they start using it. So as a leader in the space, it’s on us to give them the tools and guidance they need to make that leap. A calculated leap where they can start where they're comfortable with and work their way up.
With customer expectations rising just as fast as the cost of labor, the future belongs to the businesses that embrace AI, and we’re making that a lucrative option for our customers.
Why AI CSRs?
The problem that Hatch AI CSRs solve for is something we call the Expansion Trap. As businesses grow, it gets harder to keep up with customer conversations. CSRs get inundated, and slow replies and lack of follow-up result in missed opportunities and revenue loss.
Businesses try to solve this by hiring more CSRs, overworking their existing CSRs, or buying more leads. But all this does is accelerate the poor customer experiences and revenue loss.
Hatch breaks this cycle.
- AI CSRs do the drudge work, responding to inquiries, qualifying leads, booking appointments, and more.
- Human CSRs can then monitor AI, step in when needed, and stay focused on a lower volume of higher-value interactions.
The result? Satisfied customers, higher conversion, and happier employees.
Hatch AI is not replacing anyone. It’s elevating the role of the human CSR and enabling businesses to scale without costly overhead.
You can read more on this in our post: Why AI CSRs Are the New Reality & Human CSRs Aren't Going Anywhere
What makes Hatch AI different?
This is a valid question, as there is much disillusionment in the market today on AI products overpromising and under delivering. Here are a few key staples of Hatch AI that ensure your AI is tied to results.
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- There is work involved. You can’t just turn a Hatch bot on and expect it to deliver. Good AI needs training and monitoring, just like a human, in order to truly deliver and provide long-term value.
- This is not ChatGPT. You train your bot with a custom persona, business profile, script questions, rules, and more so it behaves specific to your business. It will not agree to a $1 HVAC system installation or offer emergency services that you don't provide.
- Our goal for you is self-sufficiency: Between white glove onboarding, bot templates, and built-in tools to help you master AI, we set you up to be self-sufficient with AI, not blindly reliant on it or on us.
- You're in the driver's seat. You have visibility into every conversation and access to the bot's train of thought so you can refine. Plus detailed bot and business KPIs to measure success and ROI.
And your AI works with the same integrations that have always set Hatch apart—with lead sources like Angi, Google LSA, and Yelp for instant lead response; and with CRMs like ServiceTitan, i360, Acculynx, and more so that you can segment and send tailored messages across the entire customer journey.
Best-in-class are AI-first
Hatch's AI CSRs maintain 5 second reply times and positive attitude, no matter how many conversations they’re having at once. They work nights and weekends. They never get sick of asking the same questions over and over. Angry customers don’t wear them down. And they never have a bad day. Ask this of your humans and you build an unsustainable army of lifeless drones. Ask this of your bots, and they deliver flawlessly, allowing your human CSRs to drive higher-value interactions.
Hatch is not about just automating tasks; we’re about transforming the way businesses operate. We’re equipping them to be AI-first, redefining the role of the modern CSR, and paving the way for a future where AI and human collaboration drives success at every level.
The future belongs to businesses that embrace AI. Will you be one of them?
Hatch customers, if you have questions, reach out to your Account Manager here.
Non Hatch customers, book a demo with us here.