Executive Summary
A multi-office residential brokerage in the Pacific Northwest was missing high-value seller inquiries after hours and during peak call surges. Manual coverage meant only 58 % of incoming listing-interest calls were answered live, and agents spent valuable prospecting time on repetitive qualification.
We deployed always-on AI voice agents driven by our proprietary “LIST” seller script and a CRM-connected workflow. Within 90 days the brokerage:
- Answered 100 % of inbound seller calls, 24 / 7 (↑ 42 pp).
- Qualified 72 % of callers for a listing consultation.
- Increased booked listing appointments by 47 %.
- Cut speed-to-agent from 37 min to < 3 min and reduced agent triage time 68 %.
The firm captured an estimated $2.1 M in additional annual GCI and elevated its brand as “the brokerage that always picks up.”
1 Introduction
Background of the Client
- Industry: Full-service residential brokerage
- Size: 75 agents, 5 offices, ~1 600 annual sides
- Location: Seattle–Tacoma metro area
- Founded in 2008 with a reputation for high-touch listing services.
Context of the Problem
Low inventory made every potential listing critical, yet “call and list” sellers expected instant answers. Missed or delayed responses let competitors swoop in; internal ISAs could not cover evenings, weekends, or holiday spikes.
Purpose of the Case Study
Illustrate how AI voice agents, anchored by an exclusive seller-focused script and automated back-end workflow, can secure more listing appointments, lighten agent workload, and protect brand reputation.
2 Challenges and Objectives
| Challenge | Impact |
|---|---|
| Missed Calls (42 % after-hours) | Lost listings & damaged trust |
| Inconsistent Qualification | Incomplete property info; longer meetings |
| Slow Speed-to-Agent (37 min avg.) | Sellers called other brokerages |
| Agent Admin Burden (14 hrs/week) | Less time for pricing & marketing |
Objectives & KPIs
- Answer Rate ≥ 95 %.
- Qualification Accuracy ≥ 70 %.
- +40 % Listing-Appointment Growth.
- Reduce Agent Triage Time ≥ 60 %.
3 Solution
Strategy Development
- Voice AI Seller Hotline – First-responder AI handles every incoming listing call.
- “LIST” Seller Script – 26-step framework: Location, Intent, Situation, Timing.
- End-to-End Workflow – Real-time CRM write-back, instant agent alerts, auto-calendar booking.
Implementation
| Week | Key Tasks | Stakeholders |
|---|---|---|
| 1 | Discovery, call-flow mapping | PM, Broker-Owner |
| 1 | Script localization & compliance | Sales Enablement, Legal |
| 1 | AI model training (LLM + speech) | NLP Engineers |
| 1 | CRM (FollowUp Boss) & Google Workspace integration | DevOps |
| 2 | Pilot on one office line, live QA | QA Team |
| 2 | Gradual roll-out, A/B vs human ISAs | RevOps, Data |
| 2-3 | Optimization & handoff | Customer Success |
Tools & Technologies
- Twilio Voice + Custom LLM Stack – Real-time speech-to-intent.
- LangChain + LangSmith – Dialogue orchestration & prompt analytics.
- Zapier Webhooks – Sync to FollowUp Boss, Slack, Calendly.
- Looker Studio Dashboard – KPI tracking for leadership.
4 Results and Outcomes
Quantitative Results (First 90 Days)
| Metric | Before | After | Δ |
|---|---|---|---|
| Live answer rate | 58 % | 100 % | +42 pp |
| Qualified seller leads | 39 % | 72 % | +33 pp |
| Listing appts/month | 102 | 150 | +47 % |
| Speed-to-agent | 37 min | < 3 min | −92 % |
| Agent triage time | 14 hrs/wk | 4.5 hrs/wk | −68 % |
Qualitative Results
- Seller Satisfaction: Callers noted “immediate professional response” in post-call surveys.
- Brand Lift: Google reviews referencing “quick response” up 28 %.
- Agent Morale: More focus on pricing strategy & negotiations, less on phone duty.
Comparison to Objectives
All KPIs exceeded: answer rate hit 100 %, qualification 72 % (> 70 %), appointment growth 47 % (> 40 %), admin time cut 68 % (> 60 %). Unexpected bonus: weekend appointment rate 20 % higher than weekdays.
5 Conclusion
Automating inbound seller calls with AI agents guided by a specialized script enabled the brokerage to seize every listing opportunity, deliver fast and consistent service, and free agents to win more business.
Key Takeaways
- Instant engagement wins listings in low-inventory markets.
- Script fidelity ensures compliance and rapport at scale.
- Seamless CRM integration drives adoption and data accuracy.
Long-Term Impact
Projected $2.1 M additional GCI annually, higher market-share, and a scalable model for future growth.