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AI enhances customer service for Qld network

By Juliet Helmke
04 March 2022 | 1 minute read
Damian Hackett

A Brisbane brand will harness the power of artificial intelligence to stay on top of the influx of inquiries it is receiving in the state’s hot market.

Place Estate Agents has struck a partnership with Propic to use its system to respond any time of the day or night to sales and rental inquiries.

Place is now employing Propic’s Enliven natural language AI experience to provide instant information for people visiting the company’s website or making contact through email, Facebook Messenger, or real estate portals.

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Place chief executive Damian Hackett said that the company had decided to look into AI solutions after receiving an exponential increase in inquiries regarding their properties over the past 12 months.

“The always-on internet era means around 80 per cent of real estate enquiries happen outside of business hours, and a lot of those aren’t people ready to act,” Mr Hackett explained.

“Using Propic Enliven to handle initial enquiries means as an agency we’re responding faster any time of day or night. Then our agents and property managers can focus in business hours on work requiring their level of expertise and personal connections, building better, stronger, long-term relationships, and helping more people find their happy place”.

Mr Hackett stressed that tech solutions such as this actually enhanced his team’s ability to offer care and attention to clients.

The proptech’s tool has been trained in the language, style and tone of voice a Place representative normally uses and is ready to answer commonly asked questions and engage in conversation.

Any questions that require a human response get immediately forwarded to the relevant professional, and all conversations are stored so that previous interactions with clients remain on file.

“The promise of proptech is in automating predictable things so property professionals can focus on moments that matter to their clients. We were looking for proptech solutions to measurably reduce my teams’ workload while keeping client satisfaction high,” Mr Hackett said.

Propic founder and CEO Jeffery Gray agreed that proptech’s biggest potential lay in its ability to improve the human interaction element inherent in real estate transactions for customers as well as real estate professionals.

“I spent more hours than I care to remember as a real estate agent wearing out my shoes going door to door and making calls to people who didn’t want to hear from me. Our people-first property intelligence tools are changing the game for agencies, making growth and the wellbeing of their staff equally achievable,” he said.

 

AI enhances customer service for Qld network
Damian Hackett reb
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ABOUT THE AUTHOR


Juliet Helmke

Based in Sydney, Juliet Helmke has a broad range of reporting and editorial experience across the areas of business, technology, entertainment and the arts. She was formerly Senior Editor at The New York Observer.

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