Client
A US-based real estate advisory firm with more than 150 agents, providing residential and commercial property services across urban and suburban markets. The company serves homebuyers, sellers, renters, and investors, managing inquiries across multiple locations and property listings.
Challenges
As the firm expanded into new markets, its agents had to manage more inquiries, listings, and viewing requests. Prospective clients expected quick answers and flexible scheduling, while agents spent time answering repetitive questions and coordinating appointments.
The company also needed to distinguish people exploring their options from those ready to take the next step. Information about preferences, timing, and intent was not consistently connected to CRM records and agent calendars, making follow-up and scheduling harder to coordinate.
Our client needed a way to:
- respond to inquiries around the clock;
- collect property requirements and assess readiness to act;
- recommend relevant listings during the initial conversation;
- schedule viewings without repeated coordination;
- route qualified prospects to available agents;
- keep conversation details accessible for follow-up.
Solution
We built and integrated a Conversational Voice AI Agent that connects initial inquiry handling with qualification, property recommendations, and appointment scheduling. The agent handles calls and messages, collects prospect requirements, and prepares qualified leads for the real estate team.
The Voice AI Agent can:
- answer inbound calls and messages 24/7;
- collect budget, preferred location, property type, and move-in timelines;
- ask follow-up questions to understand intent and urgency;
- recommend properties based on the prospect’s requirements;
- suggest relevant alternative listings;
- book viewings and consultations through agent calendars;
- follow up with previously inactive leads;
- record interactions in the CRM;
- support conversations in multiple languages.
How We Delivered
Context-Aware Conversations
The agent carries out two-way conversations, using each response to shape the next question. If a prospect changes their budget, preferred location, or timeline during a call, it adjusts its follow-up questions and property recommendations accordingly. It also handles pauses, corrections, and follow-up questions, allowing prospects to explain their needs naturally.
Real Estate Qualification Criteria
We worked with the client to define the information that made an inquiry relevant for agent follow-up. Qualification covered budget, preferred neighborhoods, property type, timing, and whether the prospect was browsing, relocating, or ready to act.
Property Recommendations
The agent uses the requirements collected during a conversation to suggest relevant listings. It can also offer alternative locations or property options when they match the prospect’s needs, connecting qualification with a practical next step.
Routing Based on Intent and Agent Availability
We configured handoff rules that consider lead quality, urgency, engagement, and agent capacity. Qualified inquiries reach an available agent with the requirements and conversation details already collected.
CRM and Calendar Integrations
The agent was connected to the client’s CRM and calendars to record interactions and schedule appointments. This gave the team access to prospect information and supported booking viewings during the initial conversation.
Results
The Voice AI Agent connected inquiry handling, qualification, recommendations, and scheduling into one workflow. Agents received qualified prospects with recorded requirements, while callers could get answers and arrange viewings around the clock.
2.1× more qualified viewing appointments per week
Weekly bookings more than doubled, with the agent supporting the steps from collecting requirements to scheduling a viewing.
90% faster response time
Inbound leads received faster responses across channels, including outside normal working hours.
15% of inactive leads reactivated
AI-led follow-ups brought previously inactive prospects back into conversation with the firm.
97% accuracy in lead routing
The system routed leads according to the client’s qualification rules and agent availability, supporting more consistent handoffs to the team.
