Our Client
A medium-scale real estate agency overseeing numerous residential and commercial properties, managing thousands of enquiries from prospective buyers, sellers, and tenants each day.
Challenges
The challenges our client faced
The real estate firm depended on traditional human-operated phone support, which created multiple obstacles:
- Clients frequently experienced extended waiting periods due to restricted agent capacity and substantial call traffic.
- Support staff were burdened with recurring enquiries regarding property availability, pricing details, and site inspection bookings.
- Customer assistance was restricted to working hours, resulting in potential lead losses.
- Clients often encountered varying responses, leading to dissatisfaction.
- Manual lead monitoring and follow-up processes were ineffective, causing missed business opportunities.
- The agency required a solution to automate standard calls, deliver round-the-clock instant support, and enable human agents to concentrate on sophisticated tasks, including property assessment, transaction negotiations, legal documentation, and financing consultation.
The agency 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.
Solution
Lola advanced Ai voice bot and CRM integration
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:
Inquiry Handling
Automated property inquiries, including availability, pricing, and amenities.
Appointment Booking
Scheduling of site visits and other property-related meetings
Always On
24/7 support, ensuring instant responses both during and outside business hours.
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.
CRM Integration
Customer details were stored in the CRM, enabling efficient lead tracking.
Real-time Analytics
Management also received real-time analytics on call volumes, chatbot and human agent performance, and customer sentiment, to enable continuous improvement.
Result
The implementation of the Lola Ai voice bot brought some excellent outcomes:
- Mean response duration decreased from 5-10 minutes to less than one minute.
- Between 60-70% of standard enquiries were resolved independently by Lola, alleviating human agent burden.
- Support staff could dedicate attention to priority tasks, such as finalising transactions and providing bespoke consultations.
- Clients experienced uniform, immediate, and personalised assistance, elevating satisfaction levels by 34%.
- The streamlined lead management and site inspection scheduling processes enhanced conversions by 27%.
A mid-sized real estate agency managing multiple residential and commercial properties, and handling thousands of inquiries from buyers, sellers, and renters daily.
Results
The deployment of the Lola AI voice bot delivered impressive outcomes:
90%
Response speed
The average response time dropped from 5-10 minutes to under one minute.
65%
Agent Workload
60-70% of routine inquiries were handled autonomously by Lola, reducing human agent workload
100%
Efficiency Gain
Human agents were able to focus on high-value tasks, such as closing deals and personalized consultations
34%
CSAT
Customer satisfaction (CSAT) with the Ai support received rose from 55% to 90% within a month.
27%
Conversion Rate
The automated lead management and site visit scheduling were more efficient, boosting conversions by 27%
“Lola has fundamentally transformed our property enquiry management. Standard calls receive instant responses, our support team can concentrate on closing transactions, and we never miss a potential lead. It’s been revolutionary for our business.”
Head of Customer Experience
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