The brief
Affiliate applications were converting at a fraction of the rate the growth team forecasted. The drop wasn't quality — it was time. Most applicants were already deep in a competitor's onboarding by the time a human reviewed them.
The internal team had attempted templated email automations twice. Both were paused after compliance flagged the wording. They wanted real review, real personalisation, and real speed — without doubling the affiliate ops headcount.
What we built
- Multi-channel intake from form + email + WhatsApp business
- Agent classifier scored each applicant against a learned ICP and a compliance-safe ruleset
- Per-applicant research dossier: traffic source, region, prior partner history
- Personalised first-touch drafted to inbox for ops review before send
- Routing rules per region and language (EN/MT/IT/DE)
- Audit trail surfaced in the compliance dashboard, exportable for MGA review
Results
- Qualified-lead rate up 38% in the first 60 days
- First-touch latency dropped from 9h average to under 4 minutes
- 62% of approved applicants now receive a same-day reply
- Compliance review cycle stayed clean — zero re-work flagged
“We stopped losing applicants in the gap. The agent doesn't replace our ops team — it gives them four extra hours a day to do the work that actually needs a human.”