Carlisle telecommunications company, SMS Speedway, led by CEO Bradley Kieser, has developed a WhatsApp communication tool that operates 24/7 to assist buyers with their inquiries at any time. This innovative tool uses a digital twin technology tailored for estate agents, providing immediate and accurate responses to enhance the house hunting experience.
“We are going deeper, peeling back the layers and taking a look at not just the house, its history and character, but the local community too so that we can give people a real feel for what life may be like in their new home,” said Kieser in an interview with News & Star, a Cumbrian-based media outlet. “The aim is to go above and beyond to inform, engage and reassure with gold standard customer service. AI is all about knowing what makes human beings tick.”
The digital twin offers continual support, aimed at decreasing stress for prospective buyers and increasing customer satisfaction by delivering timely and relevant property details. Furthermore, the AI-powered tool enhances buyer understanding by providing information about nearby amenities, including schools with Ofsted ratings, bus routes, parks, GP surgeries, and local dining and leisure options.
Kieser explained that the matter transcended merely providing stiff, automated responses that frustratingly failed to address inquiries. He stressed that the technology was considerably more sophisticated and personal. It involved going the extra mile to offer reassurance and support to buyers and sellers, thus providing estate agents with a competitive edge in a market where communication was crucial.
Highlighting the importance of using WhatsApp, Kieser pointed out that people trusted the platform. The need for users to add contacts from their phone before initiating chats contributed to a sense of control. He mentioned studies indicating that WhatsApp’s response rate was 98 percent, significantly higher than the 7 percent typical of email responses.
Further commenting on the role of AI, Kieser clarified that the scenario was not akin to ‘The Terminator’. He described the digital twins as not operating in isolation but as integral components of the process, working alongside and complementing the real people involved.
