- Artificial Intelligence
Real Estate Company needed to improve response times
Transforming CX and efficiency with AI-Driven solutions.
Challenge
A leading digital native real estate company was innovative yet lagging in customer satisfaction and response times.
Strategy
Digital Transformation with Knowledge Assistant:
- Knowledge Assistant acts as a co-pilot for the agent, delivering instant answers, automatically routing tasks, and guiding negotiations.
- Processes are formalized through automation, seamlessly integrating with preferred customer communication channels, ensuring the perfect, timely solutions to customers’ queries.
The Breakthrough
- Customer-Employee Synergy: Analyzing every stage of the customer-agent relationship to ensure a harmonious interaction.
- AI Co-pilot in Action: Beyond suggestions, our AI takes action—from distributing tasks to guiding negotiations, handling process formalizations, and integrating with customer communication channels.
- Power-Packed Tools Integration:
- Utilize Atento’s exclusive DAP tool (BPMs) for efficient process distribution.
- Collaborate with WhatsApp for real-time updates on process status.
- Our technology minimizes manual labor and shrinks response times by integrating with legacy systems.
Results
- Customer satisfaction (CSAT): skyrocketed by 22%
- Treatment time: slashed from 11 days to just 5.
- Team productivity: improved by 30%
- Operational errors: slashed by over 19%
- Agent search time: decreased from 244 seconds to 86
- Backlog: diminished by 36%
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