Summit Property Group

The real estate team was inundated with repetitive tasks and inquiries. Their website chat and email inbox would receive countless questions like “Does the condo on 5th Avenue have parking?” or “Can I schedule a viewing for the Maple Street house this Saturday?” Agents or assistants had to manually look up these details in the listings database or coordinate schedules, leading to delays especially after hours. Prospective clients often expect immediate answers, and any delay could mean losing a lead. Additionally, creating property listings descriptions and drafting rental agreements were time-consuming manual processes; agents often wrote similar content from scratch or edited old templates. The agency identified two major bottlenecks: 1) Lead engagement and customer service – ensuring every inquiry gets a quick, accurate response and scheduling is handled smoothly, and 2) Internal paperwork – automating the generation of routine documents like listings and contracts. Summit Property Group wanted a way to use AI to be more responsive to clients 24/7 and to reduce the manual load on their agents, without compromising the personal touch their brand is known for.

BotHire implemented a multi-agent AI system for Summit Property Group that essentially gave them a tireless virtual assistant handling client Q&A, scheduling, and initial drafting of documents. The solution had two primary parts: a Client Interaction AI Agent and an Internal Document Assistant. The client-facing agent was deployed on Summit’s website and email. It could engage in natural language conversation with potential buyers or renters. Using retrieval-augmented generation, the AI would pull details from Summit’s property database (which included every listing’s features, pricing, availability, etc.) to answer questions accurately – for example, if asked about parking or pet policies for a specific listing, it would retrieve those attributes from the listing data and respond with confidence​. The AI was also empowered to schedule viewings: when a user said they’d like to see a property, the agent, integrated with a cloud-based calendar system, could propose available time slots and book appointments instantly, sending confirmation emails or texts – all without human intervention​. On the internal side, the Document Assistant could generate first drafts of property listings and standard contracts. When an agent input key property details (number of bedrooms, neighborhood, unique features), the AI would produce a polished listing description highlighting the selling points in a compelling way. For rental applications or purchase offers, given the deal specifics, it could fill in the blanks and draft a ready-to-review document. BotHire’s solution thus acted as a digital colleague: externally, it was a responsive concierge for clients; internally, it was a document clerk and copywriter. This not only improved lead engagement (no query went unanswered, even at midnight), but also let the human agents focus on high-value activities like closing deals and building client relationships, while the AI handled the repetitive queries and paperwork.

The implementation for Summit Property Group centered on integrating the AI agents with existing real estate data and workflows, and orchestrating their actions in a smooth flow:

• Property Knowledge Base: BotHire worked with Summit to aggregate all property information into a structured knowledge base. This included listing details from their MLS (Multiple Listing Service) data – e.g., each property’s location, price, features, square footage, photos, descriptions – as well as internal notes like seller preferences or tenant requirements. Using this data, a vectorized knowledge base was built for the AI’s retrieval. The Client Interaction Agent was configured with RAG capabilities so that any time a question came in, it would query this knowledge base by context (for example, a question about “condo 5th Avenue” would retrieve that condo’s stored facts). This meant the AI’s responses were grounded in the exact details the firm had on record, yielding highly accurate answers about listings​. The knowledge base was kept in sync with updates – whenever an agent updated a listing (say a price change or a property goes off-market), a serverless function would immediately update or invalidate those entries in the AI’s index, ensuring no stale information was given out.
• Natural Language Q&A Agent: The client-facing chatbot was accessible through the website chat widget and also via a dedicated email address (for clients who preferred email queries). This agent used a large language model prompt tuned for real estate inquiries: “You are an assistant for a real estate agency. Answer the user’s questions about properties using the information from the database. Be friendly, concise, and factual. If scheduling or appointments are requested, handle accordingly.” When a user asked something, the agent performed a two-step process: (1) Retrieval: Search the listings knowledge base for the relevant property info or general real estate info (e.g., it had a subset of FAQs like “typical closing timeframes” for general queries). (2) Generation: Formulate the answer using that retrieved data. For example, a question like “Is the Maple Street house near a school?” would trigger a semantic search in the listing’s neighborhood description, find that it mentions a school 2 blocks away, and the AI would respond with that fact. Importantly, the agent could handle multi-turn conversations – if a user asked follow-ups like “Great, can I see it next week?”, the context persisted.
• Scheduling Sub-Agent: To automate bookings, BotHire integrated the AI with Summit’s Google Calendar system through a webhook and serverless function. When the AI recognized an intent to schedule (via intent classification in the conversation), it deferred to a Scheduling sub-agent. This sub-agent would check the property’s showing availability (a calendar that agents kept for open slots) and then propose a couple of open time slots. Upon the user’s confirmation, the sub-agent would create an event on the calendar, invite the client (collecting their email/phone if needed), and update the database that a viewing is scheduled. This process was orchestrated seamlessly in the chat flow – from the user’s perspective, the “chatbot” simply says, “How about Tuesday at 5 PM or Wednesday at 6 PM? I can book it for you.” and then confirms the appointment. Behind the scenes, the orchestrator ensured that the language model handed off to the scheduling logic and waited for its result to continue the conversation. This eliminated back-and-forth phone tags and let clients self-serve appointments even outside of office hours.
• Document Generation Agent: On the internal side, a separate agent interface was provided for Summit’s staff. Via a simple web form, agents could input key details for a document they needed. For a new property listing, for instance, they’d fill fields like property type, style, recent renovations, and target buyer personas. The Document Agent, using a template library and generative AI, would produce a draft listing description in the agency’s upbeat marketing tone. It used prompt patterns like: “Write a compelling real estate listing based on the following details: [bedrooms: 3][location: downtown Vancouver][feature: ocean view]...” and the model would output a nice paragraph ready to publish, saving agents from writer’s block on each listing. For contracts or forms, the agent used more structured prompts and even retrieval – pulling standard legal clauses from a small knowledge base of contract templates. The orchestrator ensured sensitive actions (like filling a contract) were double-checked; it might require an agent to review and click “Approve” before finalizing the document, adding a human assurance layer for legal safety.
• Flow Orchestration & Multi-Agent Coordination: The entire system was managed by BotHire’s orchestration logic which maintained context and state. For example, if a client started inquiring about one property then switched to another, the system tracked that context switch to retrieve the correct data. Multiple sub-agents (Q&A, scheduling, etc.) worked in concert without confusion. The flows were designed to handle interrupts gracefully – if at any point the AI was unsure or the confidence was low (say a very unusual question), the conversation would politely offer to have a human agent follow up, and the transcript would be forwarded to a staff email. This handoff was part of the orchestration rules to ensure a seamless customer experience. Additionally, BotHire implemented analytics: every interaction was logged (and scrubbed of personal data) to a dashboard, so Summit could see what questions were most common or where the AI might need more information. This feedback loop allowed continuous improvement of the knowledge base and AI responses (e.g., if people often asked about local school ratings, Summit could add that info to their listings data for future retrieval).

Summit Property Group saw a remarkable transformation in their operations and customer engagement. Lead response time became virtually instantaneous. The AI assistant handled roughly 80% of routine inquiries without any human involvement, and it did so 24/7. This meant that a potential tenant browsing listings at 10 PM could get all their questions answered and even book a viewing for the next day – all before a human agent ever stepped in. The result was a 25% increase in lead conversions, as measured by more inquiry-to-viewing conversions, which the company attributed to the immediacy and convenience of the AI-driven interactions. Human agents, in turn, were less burdened by repetitive questions and scheduling logistics. They reported saving several hours each week that were previously spent on administrative follow-ups. With the extra time, agents could focus on showings and negotiations, where their expertise makes the most impact.

The quality and consistency of information provided to clients also improved. The AI never forgot to mention a detail that might slip a busy agent’s mind – if a condo had a storage locker or a homeowner’s association fee, the AI included it every time it was relevant, leading clients to be better informed. Summit noticed that clients coming to viewings were now “pre-sold” in a sense; since the AI had answered so many preliminary questions, in-person time was spent on deeper discussions rather than basics. This shortened sales cycles as well. On the internal side, creating listing descriptions became a breeze. What used to take an agent an hour of wordsmithing was generated in seconds, usually requiring just minor tweaks. Over a month, this added up to dozens of hours saved across the team. The style of the descriptions also became more uniform and professional, giving the brand a consistent voice.

Importantly, customer satisfaction rose. Surveys and feedback often mentioned the “prompt answers on your website” and how “easy it was to set up a tour.” People appreciated the instant service, and Summit Property Group gained a reputation for being tech-forward and responsive. One tangible outcome: their volume of after-hours inquiries went up, indicating that house hunters who might have hesitated to reach out on evenings/weekends were now engaging via the AI assistant, knowing they’d get an answer. This broadened the firm’s lead funnel. Additionally, the automated scheduling reduced no-shows and double-bookings through its systematic calendar management. Fewer appointments slipped through the cracks, and the team could handle a greater number of showings efficiently. In terms of cost savings, Summit was able to handle the growing inquiry volume without hiring additional administrative staff – the AI scaled with demand. All these improvements came without sacrificing the personal feel: hand-offs to human agents were smooth, and clients often didn’t realize (or didn’t mind) that the “person” chatting with them early on was an AI. Summit’s management viewed BotHire’s solution as a pivotal investment that not only cut costs but actually drove revenue growth through better client acquisition and retention, showcasing how intelligent agent orchestration can revolutionize a real estate business’s workflow in practice.