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A bid to improve the customer experience around the clock has driven the development of a new artificial intelligence (AI) service by a boutique network.
Di Jones has launched Conversational Ai, which has been designed to provide 24/7 access to property information to consumers.
According to Grant Gordon, the head of marketing at Di Jones, “the majority of consumers are very comfortable with technology and their behaviour and expectations are now that they should be able to do business on their own terms”.
“We know that 60 per cent of consumers are wanting to have conversations after hours and that the volume of people looking at our property listings spike between 9pm and 11pm when our agents are having family time or are with friends; however, our agent network is still keen to provide high levels of service to their clients,” he said.
Mr Gordon has acknowledged that the real estate sector “has a lot of proptech to choose from”.
He conceded that this sometimes can make for a varied customer experience.
“The Di Jones network is working hard to change that. Our Conversational Ai experience is a dedicated value-add for our customers, focused on performing one task well — allowing us to be able to provide customers with the property information they want, when they want it,” the head of marketing continued.
With the technology designed specifically for the real estate industry and the real estate industry only, Mr Gordon said it “enables Di Jones to improve the customer experience in an authentic way”.
He said: “We have all bases covered and our system is able to answer a comprehensive list of questions that are likely to come up in a real-life conversation with an agent. It simply means that they have an agent at their fingertips any time they want to know something about a listing.”
According to Mr Gordon, the real power of the new tool comes from the 24/7 “real-time service capability that allows for the expectation of the modern consumer”.
Di Jones sees the Conversational Ai experience as “just the beginning for the network”, which now services 14 regions across Sydney, the Southern Highlands and the Central Coast.
Mr Gordon teased that the network has developed a strategic map with a clear set of partners.
“We will be testing a number of different customer experiences and, if proven, they will be rolled out,” the head of marketing said.
ABOUT THE AUTHOR
Grace Ormsby
Grace is a journalist across Momentum property and investment brands. Grace joined Momentum Media in 2018, bringing with her a Bachelor of Laws and a Bachelor of Communication (Journalism) from the University of Newcastle. She’s passionate about delivering easy to digest information and content relevant to her key audiences and stakeholders.
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