Our client
A mid-sized estate agency managing multiple residential and commercial properties, and handling thousands of inquiries from buyers, sellers, and renters daily.
The challenges our client faced
The estate agency relied on human, manual phone support, which resulted in several challenges:
- Customers often faced long wait times due to limited agent availability and high call volumes.
- Human agents were overloaded with repetitive inquiries about property availability, pricing, and site visit scheduling.
- Customer support was only available during business hours, resulting in missed leads.
- Customers often received inconsistent responses, causing frustration.
- Manual tracking of leads and follow-ups was inefficient, leading to lost opportunities.
The estate agent needed a solution to automate routine calls, provide instant 24/7 support, and free up human agents to focus on more complex tasks, including property valuation, deal negotiation, legal documentation, and finance guidance.
Our solution: Lola advanced AI voice bot and CRM integration
1. Our Lola AI voice bot
Working in partnership with the client, we implemented Lola, a conversational AI voice bot, to handle routine customer interactions such as:
- Automated property inquiries, including availability, pricing, and amenities.
- Scheduling of site visits and other property-related meetings
- 24/7 support, ensuring instant responses both during and outside business hours.
Lola also retained information about returning customers’ preferences and previous inquiries, to create a more personalised experience.
2. CRM integration
Customer details were stored in the CRM, enabling efficient lead tracking. Management also received real-time analytics on call volumes, chatbot and human agent performance, and customer sentiment, to enable continuous improvement.
Results
The implementation of the Lola AI voice bot brought some excellent outcomes:
- The average response time dropped from 5-10 minutes to under one minute.
- 60-70% of routine inquiries were handled autonomously by Lola, reducing human agent workload.
- Human agents were able to focus on high value tasks, such as closing deals and personalised consultations.
- Customers received consistent, instant, and personalised support, improving satisfaction by 34%.
- The automated lead management and site visit scheduling were more efficient, boosting conversions by 27%.
Client comment
“Lola has completely transformed how we manage property inquiries. Routine calls are answered instantly, our human agents can focus on closing deals, and no lead is ever missed. It’s a game-changer for our agency.”
Head of Customer Experience
Related Posts
Personalised retail customer engagement from our AI chatbot and CDP
Discover how Agentic AI transforms voice bots from reactive responders to proactive agents, delivering smarter, faster, and more human-like support.
Personalising customer engagement with our human-like AI chatbot
Discover how Agentic AI transforms voice bots from reactive responders to proactive agents, delivering smarter, faster, and more human-like support.
Transforming telecom sustomer support with our AI voice bot
Discover how Agentic AI transforms voice bots from reactive responders to proactive agents, delivering smarter, faster, and more human-like support.
