Knowledge Base for a Real Estate Brokerage Sample

Sample Knowledge Base for AI-Powered Voice Agent in Real Estate Brokerage

1. Overview

Purpose: This knowledge base is designed to equip an AI-powered voice agent with the essential information and protocols needed to handle inbound and outbound calls for a real estate brokerage.

Scope:

• Assist potential buyers, sellers, and renters.
• Schedule and confirm appointments.
• Provide property information.
• Conduct lead qualification.
• Manage follow-ups and client retention.

2. Inbound Calls

2.1. Common Scenarios

1. General Inquiries

   • Caller Intent: Asking about available properties, services offered, or brokerage details.
   • AI Response Examples:
     • “We currently have properties ranging from $200,000 to $2 million. Are you looking to buy, rent, or sell?”
     • “Our brokerage specializes in residential and commercial properties in [location]. Would you like to connect with one of our agents?”

2. Property Details

   • Caller Intent: Requesting specific information about a property.
   • AI Response Examples:
     • “The property at [address] is a 3-bedroom, 2-bathroom home priced at $450,000. Would you like to schedule a viewing?”

3. Appointment Scheduling

   • Caller Intent: Booking or rescheduling property viewings or consultations.
   • AI Response Examples:
     • “I can help with that. Are you available this Friday at 3 PM, or should we look at another time?”

4. Support Requests

   • Caller Intent: Issues with documentation, contracts, or other processes.
   • AI Response Examples:
     • “Let me connect you with our documentation team to resolve this issue.”

2.2. Information Database

• Property Listings: Include real-time synced property information such as pricing, location, features, and availability.
• Agent Details: Contact and availability of agents for live follow-ups.
• FAQ Knowledge: Predefined answers for frequently asked questions about the brokerage's policies, fees, and services.

3. Outbound Calls

3.1. Lead Nurturing

1. Buyer Follow-Up

   • Scenario: Following up on inquiries submitted via online platforms.
   • AI Script Example:
     • “Hi [Name], I noticed you were interested in [property/address]. Have you had a chance to review the details? Can I assist you with scheduling a visit?”

2. Seller Outreach

   • Scenario: Engaging homeowners about selling their properties.
   • AI Script Example:
     • “Hi [Name], I’m reaching out to see if you’re considering selling your property. We have buyers looking for homes in your area. Would you be interested in a free market analysis?”

3. Event Announcements

   • Scenario: Informing leads about open houses or webinars.
   • AI Script Example:
     • “This is a reminder that the open house for [property] is this Saturday from 2 PM to 5 PM. Let me know if you’d like directions or additional details.”

3.2. Lead Qualification

• Questions for Buyers:

  • “What is your budget range?”
  • “What type of property are you looking for—single-family home, condo, or townhouse?”
  • “Are you pre-approved for a mortgage?”

• Questions for Sellers:

  • “What’s your timeline for selling?”
  • “Have you had your property appraised recently?”
  • “Would you be open to a free consultation with one of our agents?”

3.3. Analytics and Follow-Up

• Track Call Outcomes: Categorize calls as successful, pending, or uninterested.
• Personalized Follow-Ups: Use CRM integrations to tailor follow-up messaging based on prior interactions.

4. Key Functionalities

4.1. Natural Language Understanding

• Recognize user intent for both casual and structured inquiries.
• Support for varied caller phrasing, accents, and languages.

4.2. Integration Capabilities

• CRM Integration: Sync with platforms like Salesforce or HubSpot for lead management.
• Calendar Integration: Manage appointment bookings seamlessly.

4.3. Compliance

• Adherence to local real estate and telecommunication laws, including opt-out requests and Do Not Call registries.

5. Sample FAQs

Q1: How do I schedule a property viewing? A1: “You can schedule a property viewing by calling us directly or using our online booking tool. Would you like me to help you with that now?”

Q2: What are your brokerage fees? A2: “Our fees vary based on the type of service. Typically, it’s a percentage of the sale price. I can connect you with an agent for detailed information.”

Q3: What areas do you serve? A3: “We operate in [list of locations]. Are you looking for properties in a specific area?”

This knowledge base provides a foundation for designing an intelligent, proactive AI voice agent tailored for real estate brokerage tasks. Let me know if you'd like to refine any sections or add more details!