Our Client
A mid-sized real estate agency managing multiple residential and commercial properties, handling thousands of enquiries daily from buyers, sellers, and renters.
Challenges
Key Challenges Faced by the Client
The agency relied heavily on manual phone-based customer support, which created several operational challenges:
- Customers frequently experienced long wait times due to high call volumes and limited agent availability.
- Support agents were overwhelmed by repetitive enquiries related to property availability, pricing, and scheduling site visits.
- Customer support was limited to business hours, resulting in missed enquiries and potential leads.
- Inconsistent responses from different agents led to customer frustration and reduced trust.
- Manual lead tracking and follow-ups were inefficient, causing missed opportunities and delayed responses.
The agency required a solution that could automate routine calls, provide instant 24/7 support, and allow human agents to focus on higher-value tasks such as property valuation, negotiations, legal documentation, and financing guidance.
Solution
Lola advanced AIvoice bot and CRM integration
Our Lola AIvoice bot
In partnership with the client, we implemented Lola, our conversational AI voicebot, to manage routine customer interactions and streamline property enquiries.
Inquiry Handling
Lola automated responses to common property enquiries, including availability, pricing, and amenities.
Appointment Booking
The voicebot enabled customers to schedule property visits and related meetings quickly and efficiently.
Always-On Support
Customers received instant assistance 24/7, ensuring enquiries were addressed 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-Based Lead Management
Customer details were automatically captured and stored in the CRM, enabling efficient lead tracking and follow-ups.
Real-time Analytics
Management gained access to live dashboards showing call volumes, AI and human agent performance, and customer sentiment—supporting continuous improvement.
Result
The implementation of the Lola AI voicebot 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.
- Customers received consistent, instant, and personalized support, improving satisfaction by 34%.
- The automated lead management and site visit scheduling were more efficient, boosting 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 implementation of the Lola AIvoice bot brought some excellent outcomes:
90%
Faster Response Speed
Average response times dropped from 5–10 minutes to under one minute.
60–70%
Reduction in Routine Inquiries for Agents
Lola autonomously handled the majority of repetitive enquiries, significantly reducing agent workload.
100%
Improved Operational Efficiency
Human agents were able to focus on high-value tasks such as closing deals and providing personalized consultations.
34%
Increase in Customer Satisfaction
Instant and consistent support improved overall customer satisfaction.
27%
Increase in Conversion Rates
Automated lead management and site-visit scheduling improved efficiency and boosted conversions.
“Lola has completely transformed how we manage property enquiries. Routine calls are answered instantly, our agents can focus on closing deals, and no lead is ever missed. It’s been a game-changer for our agency.”
Head of Customer Experience
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