A large accounting and advisory firm was overwhelmed by the volume of inbound inquiries coming through its website each week. Requests ranged from simple tax questions to complex M&A advisory needs. A team of junior associates manually reviewed each inquiry to decide where it should go. This process was slow and inconsistent, resulting in high-value opportunities often being delayed before reaching the right partner. The result was a poor prospect experience and missed revenue opportunities.

DHAX Agency designed and implemented an AI-powered solution to eliminate this bottleneck. First, we deployed an intelligent chatbot on the firm’s website that held natural conversations with visitors, asked qualifying questions, and identified their needs. Next, we applied natural language processing (NLP) to analyze all inquiries, whether from the chatbot or contact forms, and categorize them by service line, urgency, and potential value. Finally, we built a rules-based routing engine that automatically assigned the qualified lead to the correct partner or practice group. The system integrated directly with the firm’s CRM, creating new opportunities and sending instant notifications to partners so they could follow up quickly.

Results included:

• 90% reduction in manual lead triage time, freeing associates for higher-value work
• Lead response time cut from 24–48 hours to under 1 hour for high-value leads
• 15% increase in conversion rate from inbound inquiries due to faster, more accurate routing

By combining AI chat, NLP, and automation, DHAX Agency helped the firm turn lead management from a burden into a competitive advantage.