Contact Rate Nearly Doubled: A Website AI Assistant for a Luxury Brokerage
Before and after
| Metric | Before | After |
|---|---|---|
| Website lead contact rate | 38% | 73% |
| Form-to-appointment conversion | 12% | 31% |
What made the difference
Most website leads were never actually reached. Fixing contact rate came before fixing anything else.
Engaging visitors in real time, while they are still on the listing page, converts far better than a form followed by a callback.
The chatbot was measured on appointments, not on the number of chats.
Where leads were being lost
An invitation-only luxury brokerage in the Tampa Bay area with around 280 agents across more than a dozen offices. The website attracted serious buyers browsing high-end listings, and inquiries came in through contact forms.
Forms landed in a shared inbox and were passed on to agents. Some agents called within the hour; others got to it the next day. Many luxury buyers browse late in the evening and expect a quick, informed answer. Instead, they got silence, then a call days later that they no longer picked up.
Only 38% of website leads were ever contacted, and just 12% of form submissions turned into an appointment. For a brokerage of that size, a large share of high-value inquiries was simply leaking away.
The Website Chatbot setup
AI assistant on listing and search pages
It greets visitors and answers questions about properties, neighborhoods and the buying process in real time.
Conversational lead capture
Instead of a static form, the assistant collects contact details naturally during the conversation.
Qualification
It asks about budget range, timeline, preferred areas and financing, so agents know who they are talking to.
Showing requests
Visitors can request a private showing directly from the chat.
Routing to the right agent
Qualified leads go to the listing agent or the right office, with the full conversation attached.
After-hours coverage
Evening and weekend visitors get the same immediate response as daytime ones.
What changed
- The share of website leads actually contacted rose from 38% to 73%.
- Form-to-appointment conversion grew from 12% to 31%, more than two and a half times higher.
- Agents began receiving warm, pre-qualified conversations instead of bare names and phone numbers.
See what this would look like for your team
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