Our client is a real estate advisory firm headquartered in the US, specializing in residential and commercial property services. With a team of over 150 agents, they operate across multiple urban and suburban markets, catering to homebuyers, sellers, renters, and investors.
The firm earned its reputation by being responsive and easy to work with, offering a personal touch that made clients feel heard and supported. But as the business grew and the number of daily inquiries shot up, it became harder to keep up without stretching the team thin. They needed a way to stay just as responsive, but without burning out their agents. The goal was clear: keep the experience personal, even as the volume grew.
Expanding into new markets brought new challenges to the company, especially when it came to maintaining the high level of responsiveness and personal attention their clients had come to expect. Behind the scenes, operations were getting more complex—more listings, more inquiries, more moving parts across teams and tools. Without the right systems in place, it was becoming harder to keep things running smoothly.
Here’s what they were up against:
To keep delivering standout service while growing fast, they needed a system that could bring consistency, speed, and structure to their front-line interactions, but without piling more work onto their agents.
That’s where we stepped in.
We started with a deep dive into the client’s sales and support processes. Working closely with their operations and tech teams, we mapped out every step a prospect might take – from first inquiry to scheduled property viewing. The goal wasn’t just to automate, it was to create an efficient, scalable experience that still felt personal.
At the core of our solution was a Conversational Voice AI Agent, built specifically for real estate workflows. Unlike a chatbot or basic phone menu, this AI could engage in natural two-way conversations – listening, adapting, and responding like a trained real estate rep.
Whether someone called in after hours, requested a callback from a property listing, or followed up via SMS, the Voice AI Agent handled all interactions.
Every lead that reached an agent came fully qualified and with detailed context, allowing reps to focus on building the relationship, not retracing the conversation.
Rolling out a Voice AI Agent for real estate meant digging into the day-to-day realities of how conversations happen. We focused on creating something genuinely helpful: an experience that would support both agents and clients. That foundation was built around eight core pillars:
In real estate, qualification isn’t just about a price range: it’s about intent, timing, and lifestyle fit. We worked with the client to define criteria that truly mattered: whether someone was relocating, browsing casually, or ready to act; what neighborhoods or property types they were drawn to; how flexible their timeline was. The AI was trained to pick up on subtle cues in conversations and adjust its follow-up path accordingly, so agents weren’t wasting time on dead-end inquiries.
We implemented routing rules that considered both lead quality and agent capacity. Instead of flooding agents with every inquiry, the AI evaluated engagement, urgency, and timing before escalating. Leads were only passed on when there was clear potential, and when the right agent was available. This kept the pipeline flowing without overwhelming the team.
The AI handled real conversations like a seasoned rep: pauses, backtracking, last-minute changes, and all. We designed the system around spoken interaction from the start, optimizing for clarity, tone, and pacing. Whether someone was calling from the car or stumbling through details mid-sentence, the experience stayed clear and intuitive.
The AI didn’t just collect preferences – it used them. Based on budget, location, and property type, it could suggest listings that matched what a prospect was actually looking for. These weren’t canned responses, they were dynamic suggestions tailored to each conversation, increasing the chance of engagement and moving people faster to the next step.
As the AI learned more about a lead’s needs, it could identify when a slightly higher price point or a different area might offer more value. It could also surface similar listings that agents might not have thought to offer right away. That meant more qualified viewings, and sometimes, better deals for everyone involved.
The Voice Agent we built quickly became a reliable part of the client’s daily operations. Inquiries were answered instantly, bookings were made on the spot, and qualified leads reached agents with full context. With the AI handling the first touch, follow-ups, and scheduling, agent time spent on routine tasks dropped significantly – by nearly half.
That freed the team up to focus on qualified prospects, and it showed. Weekly viewing appointments more than doubled, and response times improved by over 90%. The AI didn’t just speed things up – it added structure. Every conversation was logged, every lead came with context, and every prospect got a consistent experience from the first hello to the final handoff.
It was the kind of shift that doesn’t just make things faster, it also makes everything feel more under control.
