Automating RFP responses

Overview

Lexer is a customer data platform that enriches customer data to personalize marketing campaigns. Aaron Luxmoore, Lexer’s Head of Sales, was dealing with their team receiving an overwhelming amount of questions from Enterprise leads from RFPs to one-off questions. Cassidy partnered with Lexer’s team to build AI automations from RFP responders to an assistant that extracts customer persona insights for their customers.

“I never thought I’d be able to automate responding to our RFPs until I found Cassidy. It was incredibly easy to connect my tools, and helps us respond 5x faster to customers so we can close more deals.”

The problem: Growing number of RFPs and customer support questions

As Lexer’s product scaled, their team received an overwhelming amount of questions from potential buyers ranging from security compliance to integrations included. Responding promptly to leads is critical for their sale cycle, which was sacrificing a majority of their bandwidth.

Building an RFP assistant to answer questions at scale

What unlocked Lexer’s customer success team to respond 5x faster to customers was building context-aware AI assistants. Cassidy’s team helped setup integrations to connect to Lexer’s knowledge tools (Notion, documentation, Slack, tutorials, and more). Trained on hundreds of previous RFPs, Lexer built an Assistant chatbot that they can quickly get answers to RFP questions in seconds. Connected to their Slack and available in a Chrome Extension, teammates can now answer RFPs without leaving their communication tools.

To make it even easier, Lexer can even drop in RFPs from any file (PDF, CSV, Document, Email) and Cassidy will extract the questions, draft answers to each, and format back into a Document to send back to their team.

Most importantly, Lexer is able to verify the accuracy of the responses as Cassidy cites its sources for any output. If any information becomes outdated, their team can quickly flag and update so that it updates across the entire team.

Enabling the customer success team to become customer experts

On top of responding to incoming leads, Lexer found more use-cases for Cassidy’s AI automations such as better understanding their customers.

Lexer’s Customer Success team built assistants to extract insights from their customer’s data to help them get the most out of their product. It analyzes existing customer information, ICP, and recommends features of the product that can benefit them the most.

Getting direct support and expertise from Cassidy

Along the process of connecting their knowledge tools (Slack, Notion, Drive, etc.) and building AI automations, Cassidy partnered with Lexer’s team. Our team works closely with each enterprise customer to apply AI best practices, create effective prompts, and brainstorm new use-cases for teams. All enterprise customer get a dedicated account manager, including a Slack channel with the co-founders and engineers to truly embed AI automations into the teams.

Discovering more use-cases for AI automation within Lexer

Beyond responding to Enterprise leads and existing customers, Lexer has been using their Cassidy workspace to build AI automations and assistants across their team. Customer success has an assistant to answer product support questions, meanwhile Partnerships using Cassidy for an internal search.

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