Case study · Software
GenAI Sales Copilot
Opportunity-aware sales copilot integrated into Salesforce.
Key results
- Time on research -55%
- Response quality rated higher
- Rep adoption 88%
Context
An enterprise software vendor's sales team spent significant portions of every deal cycle on research — reading customer emails, reviewing prior conversations, pulling product and competitive information together to draft responses and prepare for calls. The most valuable reps were the ones who could assemble context fastest.
Challenge
The copilot needed to understand the specific opportunity's context (account, stage, prior conversations, products under consideration) and draft responses grounded in the company's actual product documentation and sales collateral rather than generic language.
Approach
Thoughtwave deployed the TWSS CS Agent pattern adapted for sales: RAG grounded in product documentation, sales collateral, and prior opportunity-specific conversation history; Lightning Web Component inside Salesforce so the copilot lived inside the reps' existing workflow; draft-plus-review pattern with no autonomous send. The 8-week engagement covered integration, RAG build, tone-policy tuning, and rep-cohort rollout.
Outcomes
Rep time on research dropped 55% on the pilot cohort; response quality rated higher in sales-management review; rep adoption reached 88% — the copilot caught the rep inside Salesforce rather than requiring a context switch.
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