How Workspace Group Boosted Booking Conversions by 20–25% With a Single AI Agent Across 50 Locations

• Workspace Group used Uniti AI to respond to inbound leads across email and web chat, introducing an AI agent named Elodie.

• Elodie handles an average of 70–80 direct marketing leads per week, initiating the sales process and capturing requirements before the team steps in.

• The team saw a 20–25% improvement in getting customers booked in to view their centres.

• Engagement rates sit above 70%, with the sales team only picking up pre-qualified leads ready to convert.

Workspace Group is one of London's leading flexible workspace providers, operating 50 locations across the city and serving over 4,000 customers. With a portfolio that spans a wide range of office spaces, their central sales team is responsible for handling the volume of inbound enquiries that come in across the business every day.

In flexible workspace, speed matters. Prospects are often comparing multiple options at once and the operator who responds first and follows up consistently has the best chance of getting them through the door.

But when you're running 50 locations and enquiries are arriving around the clock, keeping up with every lead, especially outside of business hours, becomes a real challenge.

The gap that led Workspace Group to AI

Chris Boultwood, Head of Technology at Workspace Group, explains that the team started looking at where gaps existed between enquiries coming in and the team's ability to respond to them.

The most obvious starting point was the enquiries process itself. They noticed that just under a third of inbound leads were arriving outside of business hours — prospects actively looking for workspace when no one was available to engage with them.

That was a clear opportunity. Rather than letting those leads sit until the next morning, Workspace Group saw the potential to use AI to communicate and exchange information with prospects in real time, whenever they reached out.

Bringing Elodie into the central sales team

Workspace Group introduced a Uniti AI agent, Elodie, to handle their inbound leads across email and web chat.

Joel, who works in the central sales team, explains that speed is the main focus for his team. Getting back to customers as quickly as possible is what drives conversions and Elodie now initiates that process the moment a lead comes in.

Elodie captures the prospect's initial requirements, qualifies the enquiry and manages the full follow-up sequence autonomously. Some leads receive five or six personalised touchpoints, each tailored with location-specific inventory, pricing and availability, before they engage.

This means the sales team isn't spending time chasing early-stage leads or managing follow-up cadences. By the time a lead reaches them, the groundwork has already been done.

The results? Higher engagement, more bookings and a more focused sales team

Since bringing Elodie on board, Workspace Group has seen a clear shift in both engagement and conversion performance.

Key results:

Engagement

• Above 70% engagement rate across email and web chat

• Email open rates running well above the industry average for commercial property

• Prospects are actively conversing with Elodie as they would with any member of the team

Conversion

• 20–25% improvement in getting customers booked in to view centres

• Elodie works 24/7, capturing and converting leads that previously would have waited until the next business day

Sales team efficiency

• Around 38% of engaged leads are escalated as qualified handoffs — warm conversations ready to move forward

• The remaining 62% are handled entirely by Elodie

• The team now only picks up leads that are genuinely ready to convert

More than just sales

What also stood out was how Elodie naturally started picking up general enquiries and support queries alongside sales, things like FAQs, company information and member requests.

For a sales team, that kind of inbox noise quietly eats into the day. Having the agent handle those interactions keeps the pipeline clean and the team focused on closing.

Joel describes Elodie as almost an assistant in the central sales team, she's part of the team now. What started as a sales-focused agent has expanded into a broader role across the customer journey.

Why Workspace Group chose Uniti

Chris explains that what stood out about Uniti from the start was that the solution was tailored and specific to the enquiries process. Rather than a broad, general-purpose AI tool, it was focused on the exact problem they were trying to solve — which made it feel like a lower risk.

They took the leap and it paid off.

As they progressed through the pilot stage and into full rollout, the ability to integrate more directly with their CRM gave them confidence there was a clear roadmap — runway to further integrate the solution as the business needed.

To summarise… what actually changed operationally?

Before Elodie joined the team

• Nearly a third of enquiries arrived outside of business hours with no one to respond

• The sales team spent time on early-stage qualification and repetitive follow-ups

• General enquiries and support requests cluttered the sales inbox

• Leads that didn't get a fast response risked going elsewhere

After Elodie joined the team

• Every lead gets an instant, personalised response — 24/7

• Follow-up sequences run autonomously with location-specific detail

• The sales team only sees pre-qualified, warm leads

• Support queries are handled before they reach the sales inbox

• Managers can focus on closing deals and engaging with customers on a human level

Would Workspace Group recommend Uniti AI?

Absolutely. Workspace Group views Elodie as part of the team — not a replacement for anyone, but additional capacity that ensures no lead falls through the cracks and the sales team can focus on what they do best.

Ready to transform your sales funnel like Workspace Group?

Uniti helps flexible workspace operators scale faster, respond instantly, and stay lean — without sacrificing brand or service.

Learn more about Uniti and how AI can power your growth.