How Olivia AI Engaged 1,092 Calls and Delivered 35 Qualified Transfers for Home Inspection Company
A top Chicago home and commercial inspection firm has leveraged the aid of AI voice assistant from Pete & Gabi to manage its call volume and answer inquiries from potential clients, while also pre-qualifying requests for an appointment and putting hot leads directly through to the office staff, and this all happened without adding new members to their team.
Total Calls Handled
Calls Answered
Calls Transferred
Calls Failed
About our Client
Our client has been one of the most reliable home and commercial inspection organizations in the State of Illinois since 1992. The firm is providing services in Chicago and neighborhood cities, offering a multitude of inspections including home and commercial inspections, radon testing, testing of air and water quality, mold testing, sewer scope inspections, drone inspections of roofs, and 203(K) consultant services in several northern Illinois counties.
AI Front Desk Campaign Overview
Our client needed a dependable solution for receiving phone calls 24/7, so they started cooperating with Olivia AI, which managed to answer more than a thousand calls, providing live answers to over 300, and sending about 35 successfully qualified callers to make appointments immediately.
Call Handling & Lead Qualification Results
Handled 1,092 Inbound Calls
AI has controlled the maximum amount of incoming phone calls across the service lines of the law office service center, delivering permanent coverage every hour of the day and every day of the week without the requirement of additional employees.
Answered 305 Live Conversations
The AI interacted directly with callers answering their questions concerning types of inspections, price, areas of service, and availability.
Transferred 35 Qualified Calls
Callers wanting to book the inspection and talk to the specialist were sent to the proper employee in real-time ensuring high efficiency on hot leads.
23 Calls Failed
A few calls did not get through due to line or service provider issues and constituted just 2.1 percent of the number of calls.
11.5% Qualified Transfer Rate
Among the calls that were answered, 11.5 percent were transferred to the inspection team indicating a clear desire for these callers to reach a human being.
Client Impact & Front-Desk Outcomes
“ Our front desk always failed to answer important calls, such as during inspections, over weekends, and during the busiest months. However, since we installed Olivia AI, every single call gets answered. Our prospective clients are taken through our service and pricing and only speak to a human being when they are ready to send us a booking. These changes have helped us to convert so much incoming interest to a scheduled inspection.”
The Challenge: Answering Every Call Without Adding Staff
The team answers phone calls from prospective property purchasers, vendors, real estate agents, and property management specialists across the area of Chicago, for example during inspections of properties, after working hours, or at times of high activity when them being out in the field instead of sitting at the desk performing inspections.
Every missed call meant lost opportunities to assist the real estate buyer who needs a deal, an agent having to organize an inspection in the same week, or a prospective buyer with the urgent question about radon or mold. The client utilized an on-call personnel service rotation strategy to answer phone calls, but this solution didn’t work properly since inspectors were removed from billable field work.
Hidden Bottlenecks in Front-Desk Operations
- The most valuable resource within the corporation is the inspectors; linking them to teleological work hours is an expensive affair.
- The client does not have an affordable system to guarantee proper telephone coverage during the evenings, weekends, and peak inspection season.
- Team members had difficulty deciding who would require immediate transfers and who would require callbacks.
The Solution:
Conversational AI as an Always-On Front Desk
Pete & Gabi set up an AI voice agent to respond to phone calls made to the Real Inspection Services’ main phone number. The voice agent was educated on the full catalog of services provided by the company such as inspection services, radon, mold and air and water testing, sewer scope, drone roof inspection, and 203(K) evaluations. The call flow created by the agent allowed calls to be handled by using the following principles:
- What is what and how much does it cost?
- Questions which are helpful to learn what inspection needs to be done and when.
- Going directly to a live person when special knowledge is needed or an appointment has already been made.
The result of the call was registered in real time by the office.
Every Call Answered. Every Time.
Scale Your Front Desk with an AI Voice Agent
Agentic AI for Front-Desk Workflow
- Audience: Every call appears from the main line, served by one of the staff inquiring about offers by agents to sell or purchase homes.
- Call Flow: A nice introduction involving background information and a series of selective questions.
- Intelligent Routing: Transfer every call to the appropriate recipient to schedule their phone call back .
- Clean Data Strategy: Mark every call through its effectiveness and analyze the proper data concerning calls received .
- Reporting: Direct live reports of calls carried out.
How the AI Voice Agent Drives Conversions
- Always-on coverage: A total of 1,092 phone calls were taken without hitting a busy signal or going unanswered, and all these calls came at a much lower price than hiring more receptionists.
- Consistent qualification: All callers were given the same clear information with the same effective questions to qualify every call, so none could go unanswered in an inconsistent manner.
- Focused live transfers: Only 35 callers who wished to make a reservation or needed to contact a specialist were passed on to an employee, enabled inspectors to remain focused on their work in the field.
- Low failure rate: 23 phone calls did not reach their intended destination, or 2.1% of all calls.
- Real-time visibility: All outcomes were captured as they took place in real-time.
24/7 Lead Response
Never Miss a Warm Lead Again
With Olivia AI, it is possible to route only the qualified callers to your team by ensuring all incoming calls to your front desk are answered by a machine.
Built to Accelerate Front-Desk Performance
The Call Volume Multiplier
1,092 calls → 35 qualified live transfers
The process of developing and establishing routine inspections commences with assuring all calls are answered, and all phone calls referring to appointments will only reach a staff member ready to book the appointment.
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