How Pacific Workplaces reached 75% lead engagement with AI

How Pacific Workplaces Achieved 75% Lead Engagement with Uniti AI

Introduction

For Pacific Workplaces, speed-to-lead wasn’t just a metric, it was a daily challenge. With only one manager per location, fast responses weren’t always possible, especially during events or high-traffic days.

“Our centers are busy. Sometimes leads weren’t getting responses for an hour or more,” said Jackie Latragna, Chief Marketing Officer at Pacific Workplaces.

With Uniti AI, that changed overnight. Their AI agent “Casey” now engages every lead within 90 seconds, no matter the time of day.

The challenge

Pacific Workplaces operates 17 coworking locations across the Bay Area and Nevada, with lean on-site teams focused on hospitality and community management.

“Our managers are amazing, but they can’t be everywhere at once,” Jackie said. “We needed a way to respond instantly without pulling them away from what they do best.”

With a growing lead volume and no way to handle after-hours inquiries, it was time to find a scalable solution.

How Uniti AI helped

With Uniti AI, Pacific Workplaces trained a custom AI agent, named Casey, to act just like one of their own.

“We trained her to speak like one of our Managing Directors. She asks the right questions, shares accurate info, and responds in 90 seconds.”

Casey now:

• Handles all email and messaging inquiries

• Engages leads around the clock, including weekends

• Frees up on-site managers to focus on the member experience

• Maintains the brand voice and qualification process used by real team members

“The result? Managers have more time to build community, and leads never get left hanging.”

Results: 75% engagement rate + 28% after-hours coverage

The measurable results have been hard to ignore.

• 75% of email leads actively engage with Casey

• 28% of those leads come in after hours or on weekends

• Leads now get immediate, helpful replies, no matter when they inquire

• More tours booked, more links clicked, more conversions

“That level of responsiveness just wasn’t possible before,” Jackie shared.

Onboarding & support experience

Rather than rushing, Pacific Workplaces chose a methodical onboarding process, taking about 8 weeks to prepare FAQs, train the agent, and run live tests.

“It was our first deep dive into AI. But now the entire PAC team is excited about it. The organizational buy-in has been huge.”

Uniti’s customer success and implementation team supported the entire process, setting the foundation for long-term success.

Would she recommend it?

“100%. We already have.”

Jackie says Uniti AI is perfect for any business that already has a sales process in place, but wants to scale it, streamline it, or unlock after-hours conversions.

“It’s a great tool for anyone looking to improve lead response. And with voice and text on the horizon, there are so many channels where it fits.”

Looking ahead

Now exploring Uniti’s voice agent, Pacific Workplaces plans to update their responses to work even better in voice-based flows.

“We originally built for messaging, but with voice, we’re updating answers to be more robust. The possibilities are exciting.”

Jackie also sees opportunities for AI in:

• Marketing

• Billing

• Community management

• Post-sale follow-ups and onboarding

“When your whole org is excited about AI, it makes implementation easy. And we’re just getting started.”