A fast-growing US brokerage had phones ringing non-stop and brokers waiting too long for simple answers. We built a voice AI that handles the calls, and sounds human enough that people trust it.
The problem
With around 13,600 active brokers, the support team took thousands of calls a day. Calls were missed, follow-ups were slow, and the answer you got depended on who picked up.
Onboarding new brokers was manual and slow. Every time the business grew, it had to hire more support staff to keep up.
What we built
- 01
One AI for incoming and outgoing calls
It answers questions, books appointments and supports brokers. It also makes reminder, check-in and follow-up calls, and picks the right one based on the time of day and the situation.
- 02
Answers that are always right
We gave it a knowledge base covering every company policy, FAQ and document. Think of it as a perfect memory: it answers accurately and consistently, and never goes off-script.
- 03
Connected to their CRM and calendar
When the AI books a meeting or speaks with a broker, the details appear straight away where the team already works. It also learns from which conversations lead to good outcomes, and improves its phrasing over time.
- 04
A voice callers can’t tell apart
Our first attempts sounded robotic, and the moment a caller can tell it’s a machine, trust drops. We tested Hume AI, ElevenLabs, Vapi and Retell, chose ElevenLabs, then tuned pacing, pauses and tone until callers couldn’t tell whether they were talking to a person.
The result
- Onboarding productivity up 61% in the first month
- Missed calls down sharply: the AI handles hundreds of calls at once, with no wait
- Prospective brokers get instant answers and can book straight away
- Existing brokers save time on routine questions
- Support for around 13,600 brokers, on a system that grows without adding headcount
Could this work for you?
Something similar could help if:
- Your phones ring more than your team can answer
- Callers ask the same questions again and again
- You want to grow without hiring for every new wave of calls
