Personal service
How an AI hire can remember customer needs, tailor communication and give human teams more time for personal service.
Many agencies believe that one of the things that existing and new clients value most is the level of personal service they receive from the team. When it comes to deciding whether or not to introduce AI into the business, some agents fear a backlash from clients who may be deterred by what they perceive as a lack of human interaction.
In reality, most people who interact with Negotiator Nancy, (cinnamon’s AI persona), have no idea they are communicating with an AI agent. There have even been cases where people have called into an estate agency and asked to speak to the agent called Nancy that they’d dealt with the previous day! This is a good indicator of just how good Nancy’s communication skills are.
But how can an AI estate agent possibly offer personalised levels of customer service?
In simple terms it’s because cinnamon’s engineers have built Nancy to sit on top of an agency’s existing CRM. From this position Nancy can plug into every phone call, email, SMS, WhatsApp message, and portal enquiry. This information is then collated into one central source, which Nancy uses to tailor her client communication.
For example, in the past a customer may have mentioned they are looking for a two-bedroom apartment with lots of natural light, that is close to a tube station. Nancy will remember and retrieve this information and use it to cross-match and communicate with customers looking for properties that match this criteria.
As a result customers no longer receive emails that have clearly been copied and pasted with details of properties that are of no interest. Recipients are impressed when Nancy explains that she’s remembered what they are looking for in a property and invites them to look at ones she believes could be a great fit. This is even more impressive when clients realise they shared their criteria in a phone call or email several months ago.
Busy team members can have hundreds of conversations each week, and often the data will disappear under the sheer volume of calls. That never happens with Nancy who works 24/7 and can remember and retrieve entire conversations from weeks earlier. This skill enables Nancy to revive cold valuations and uncover sellers that have been hiding within an agent’s database. By working the back catalogue your team don’t have the time to get to, Nancy can turn them into instructions and viewings. The team can then step in to pick up the process, and provide all the necessary personal touches to complete the deal and increase revenue.