The Thompson Method is a programme for new mothers learning to breastfeed without pain. The team behind it is small. The audience is enormous. A first-time mother in Sydney is awake at 3am with a baby that will not latch. A returning member in Texas cannot remember her Kajabi password and just wants to rewatch the latching video before the next feed.
Two very different conversations. One web chat on thethompsonmethod.com. One AI agent. The agent has to know which mother it is talking to before it picks an answer.
Membră sau pe gânduri. Agentul află într-un singur mesaj.
Before the agent answers a single question, it does an email lookup against the Kajabi membership database. If the email returns a member account, the agent flips into member mode. The vector library it draws from is the full course content, module by module, with the exact video clips, the troubleshooting guides, and the "have you tried this position" section. If the email returns no account, the agent flips into visitor mode. The vector library is the public answer set: programme overview, gentle intro to the method, how it compares to other approaches, and how to enrol. Same chat window. Two entirely different conversations.
O căutare Kajabi, o resetare de parolă și răspunsul potrivit.
When a mother types her email into the web chat, the agent calls the Kajabi API. Three things can happen.
The mother who needs us most is the one we will never meet by daylight. She is awake at 3am with a baby and a question, and she has to feel met on the very first message.
Un inbox de suport care se închidea la 17.
Before the agent, every question landed in a single support inbox. A member asking for a password reset waited until morning. A non-member asking whether the programme covered pumping waited the same length of time. Membră actuală at 3am with a painful latch question got an autoresponder.
The team tried the usual fixes. A Kajabi help article. A pinned FAQ. A "we are replying within 24 hours" disclaimer. None of it met the mother where she was. None of it knew whether the mother was already inside the programme or still on the fence about joining.
Rezultatele.
91% din cererile de noapte răspunse fără un om.
The heaviest volume lands between 2am and 5am local time. Members get module-specific guidance. Visitors get a calm overview of the programme. Both groups get a reply inside eight seconds, and only the cases that truly need a human are escalated.
73% acuratețe a statutului de membru la primul mesaj.
Every conversation starts with an email lookup against Kajabi. Members get the member library and a sign-in link. Visitors get the visitor library and the enrolment path. No mother ends up in the wrong conversation.
We stopped sending members the marketing pitch and visitors the password reset. That alone changed how the brand felt.
Predări calde către om, fiecare cu tot contextul.
When a mother needs the human support team, the handoff carries the full chat history, the Kajabi member status, the modules she has already opened, and the question she is actually asking. The support team picks up the conversation already informed.
Resetările de parolă care durau o zi durează cât o replică.
When a member is locked out, the agent triggers the Kajabi password reset email in the same turn, confirms it, and offers to answer the question while she resets. No "we will get back to you." She is back inside the module before the baby finishes feeding.
Un program care în sfârșit pare prezent în orele cele mai grele.
Breastfeeding is taught at hospital and learned at 3am. The team behind The Thompson Method has always known that. The work was to be present at 3am without burning out the small group of women who carry the programme during business hours.
With MessageMind running a Kajabi-aware agent on the web chat, the programme is present in every hour. Members get the right module link. Visitors get the calm overview that earns trust. Both groups feel met. The team gets to sleep.
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