Real Estate Company needed to improve response times

Challenge

A leading digital native real estate company was innovative yet lagging in customer satisfaction and response times.

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.

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.

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%

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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