Real-Estate IVR Solution for Customer Service

Customized AI Assistant Development

A customized AI Assistant was developed using AWS Lex and AWS Bedrock’s Anthropic Claude 3 sonnet, specifically designed to address the client’s customer service needs and accurately handle property-related queries.

Leveraging AWS Connect, Lex and Polly for Voice Interactions

AWS Connect, Lex and AWS Polly were used to enable voice calling capabilities, allowing the AI Assistant to interact with customers via phone calls. This integration provided natural-sounding speech and efficient handling of voice queries, enhancing the overall customer service experience.

Integrating AI with CRM for Enhanced Functionality

The AI Assistant was integrated with the client’s CRM system to access property details and enable call recording, ensuring real-time information retrieval and efficient customer inquiry handling.Focused AI Training for Accuracy

Focused AI Training for Accuracy

The AI Assistant underwent thorough training with datasets and scenarios related to under-construction properties, ensuring it could generate accurate and informative responses to customer inquiries.

Tech Stack

AWS Lex
BedRock
OpenSearch
AWS Connect
AWS Poly

Overview

The client wanted to enhance customer service capabilities and embarked on a project to integrate an AI Assistant for efficiently managing property-related queries. Leveraging natural language processing (NLP) and Generative AI (Gen-AI) technology, the AI Assistant was designed to understand and respond to customer inquiries effectively over the phone call.
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Real Time Market Intelligence & Analytics
Empower agile decision making with actionable, real time market insights.



AI/ML Engineering:
  • Agentic AI)
    • Creating Agentic AI to autonomously gather, analyse, and synthesise real-time market intelligence from diverse sources, providing dynamic insights and alerts for agile decision-making.


Data Engineering:
  • Data Integration
  • Big Data Analytics
  • Data Visualisation
    • Capture, process, and visualise live market data to support rapid, data driven strategies.
Strategic Forecasting & Scenario Planning
Develop forward looking strategies using advanced forecasting models and scenario analysis.

Product and Platform Engineering:
  • Product Strategy (Roadmap Development)
    • Using forecasts to inform strategic product and technology roadmaps.


AI/ML Engineering:
  • Data Science (predictive Modeling)
  • Forecasting
  • Machine Learning (Model Development)
  • Agentic AI
    • Building and refining models for scenario planning and strategic simulations. Use these models for predictive analytics to simulate market conditions and inform strategic planning. Creating Agentic AI to autonomously gather, analyse, and synthesise real-time market intelligence from diverse sources, providing dynamic insights and alerts for agile decision-making.
Emerging Technology Integration & Advisory
Guide the adoption of cutting edge technologies to future proof your business and enhance innovation.

AI/ML Engineering:
  • Forecasting
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  • Agentic AI
    • Predictive models for strategic forecasting. AI-driven scenario simulation and strategic option optimisation. Agentic AI to autonomously conduct continuous scenario planning, dynamically updating forecasts and strategic recommendations based on evolving market conditions for proactive agility.


Digital and Experience Engineering:
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    • Integrating Web 3.0 and XR technologies for innovative solutions.


Product and Platform Engineering:
  • Architecture Advisory & Modernisation
    • Provide strategic guidance on technology selection and integration for sustained innovation.
Strategic Decision Making Frameworks
Enable rapid, evidence based decisions through structured data analytics and collaborative tools.

Data Engineering:
  • Data Visualisation (Reporting Solutions)
  • BI Tools Integration
    • Data-driven reports for strategic decisions integrated with BI tools for strategic data exploration.


AI/ML Engineering:
  • Data Science and Machine Learning
  • Agentic AI
    • Integrate advanced statistical analytics and decision support systems to streamline strategic choices. Agentic AI systems to autonomously analyse data, generate strategic recommendations, and dynamically adapt decision-making frameworks based on real-time outcomes and evolving business goals.
Change Management & Organisational Agility
Foster a resilient, adaptive culture by embedding effective change management practices.

Digital and Experience Engineering:
  • Enterprise App Innovation (Enterprise Integration)
    • Integrating new applications to support organisational change and agility.


AI/ML Engineering:
  • Agentic AI
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Cloud and DevSecOps Engineering :
  • Migration and Modernisation (Cloud Strategy)
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Product and Platform Engineering:
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    • Planning technology migrations to facilitate organisational change.
Competitive Benchmarking & Trend Analysis
Continuously monitor industry trends and benchmark performance to stay ahead of the competition.

Data Engineering:
  • Machine Learning (Predictive Modelling)
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AI/ML Engineering :
  • Data Science (Data Mining)
  • Agentic AI
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Process Optimisation Consulting
Refine customer touchpoints and operational processes to improve satisfaction and boost retention.

Digital and Experience Engineering:
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AI/ML Engineering:
  • Natural Language Processing (NLP)
  • Sentiment Analysis
    • NLP-powered personalised customer interactions combined with Analysis of customer sentiment to improve experience design.


Product and Platform Engineering:
  • Managed Sustenance
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Performance Management & KPI Alignment
Establish robust performance measurement systems that align operational activities with strategic objectives and drive continuous improvement.

Data Engineering:
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    • Platforms that consolidate and visualise performance data into actionable KPI dashboards and reporting solutions.


Digital and Experience Engineering:
  • Custom Software Development:
    • Tailored solutions to build and integrate performance management tools across operations.


AI/ML Engineering:
  • Forecasting
    • Predicting KPI trends for proactive management and target setting.
Operational Risk Assessment & Mitigation
Identify vulnerabilities within current operations and develop risk management strategies to ensure business continuity.

Cloud and DevSecOps Engineering:
  • Reliability Engineering and Incident Management
  • Architecture Reviews (Security Review)
    • Systems that continuously monitor operational health, detect risks, and trigger incident management workflows. Establishing technology-driven protocols for quick incident resolution while ensuring robust security to mitigate operational risks.


AI/ML Engineering:
  • Agentic AI
    • Utilising Agentic AI for autonomous risk monitoring, proactive threat detection, and dynamic implementation of security protocols to minimise operational disruptions.


Product and Platform Engineering:
  • Architecture Advisory & Modernisation
    • Expert guidance and modernisation tools to assess vulnerabilities and strengthen system resilience.
Cost Reduction & Efficiency Improvement Strategies
Leverage data driven insights and automation to optimise resource allocation and reduce unnecessary expenses.

Data Engineering:
  • Big Data Analytics & Data Visualisation
    • Analytical tools that uncover inefficiencies and highlight cost drivers through detailed reporting.


Cloud and DevSecOps Engineering:
  • Cloud Governance and FinOps
  • AI/ML Engineering
  • Agentic AI
    • Developing Agentic AI to autonomously identify and implement cost-saving opportunities in real-time, dynamically adjusting resource allocation and operational parameters for maximum efficiency. Platforms that monitor cloud spend, enforce cost control policies, and recommend efficiency improvements.


Product and Platform Engineering:
  • Modernisation (Technology Upgrade)
    • Upgrading to more efficient technologies to reduce operational expenses.
Customer Experience Enhancement
Refine customer touchpoints and operational processes to improve satisfaction and boost retention.

Digital and Experience Engineering:
  • UX Design & Custom Software Development
    • Solutions that design intuitive user-centric interfaces and optimise digital interactions for a superior customer experience.


AI/ML Engineering:
  • Natural Language Processing (NLP)
  • Sentiment Analysis
    • NLP-powered personalised customer interactions combined with Analysis of customer sentiment to improve experience design.


Product and Platform Engineering:
  • Managed Sustenance
    • Ongoing support systems that ensure digital platforms remain responsive to customer needs.
Supply Chain & Logistics Optimisation
Enhance the efficiency of your supply chain and logistics to reduce turnaround times and lower operational costs.

AI/ML Engineering:
  • Machine Learning (Predictive Modelling)
  • Forecasting
  • Agentic AI
    • Using predictive models to optimise supply chain forecasting and logistics. Deploying Agentic AI for autonomous supply chain management, dynamically adjusting routes, inventory, and schedules etc. in response to real-time data and disruptions.


Cloud and DevSecOps Engineering :
  • Managed Services, Migration and Modernisation
    • Tools that ensure robust, scalable supply chain systems through continuous monitoring and periodic updates.


Data Engineering :
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    • Platforms that analyse logistics and inventory data, optimising routes and stock levels for efficiency.


Digital and Experience Engineering :
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  • Custom Software Development
    • Integrating IoT devices to track and optimise supply chain logistics. Custom built systems that integrate various supply chain components to improve overall operational performance.
Market Opportunity Analysis & Segmentation
Driving growth by identifying emerging market trends and high potential customer segments through in depth research and advanced analytics.

Data Engineering:
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  • Data Visualisation
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AI/ML Engineering:
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Revenue & Pricing Strategy Solutions
Developing tailored pricing and revenue strategies that optimise profit margins using data driven insights.

Product and Platform Engineering:
  • Product Strategy and Architecture Advisory
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AI/ML Engineering:
  • Data Science, Machine Learning and Data visualisation
    • We apply predictive analytics to simulate pricing scenarios and impacts. This is demonstrated via UI/UX by creating dashboards to visualise the revenue performance and pricing impacts.


AI/ML Engineering
  • Agentic AI
    • Implementing Agentic AI to dynamically adjust pricing in real-time based on market conditions and competitor actions, maximising revenue. Here, real-time dynamic adjustment is the key benefit of Agentic AI.
Sales Channel & Distribution Expansion
Optimise sales channels and broaden distribution networks to unlock new revenue streams.

Digital and Experience Engineering:
  • Custom Software Development
  • Enterprise App Innovation & Integration
    • Build scalable, user friendly digital platforms that support multichannel sales.


Product and Platform Engineering:
  • Product and Platform Engineering (Systems Integration):
    • Integrating new sales channels with existing systems for seamless operations.performance and pricing impacts.


AI/ML Engineering
  • Natural Language Processing (NLP)
    • Using NLP for enhanced customer interaction within expanded channels (e.g., chatbots.


Cloud and DevSecOps Engineering:
  • DevSecOps Automation (CI/CD Pipelines)
  • Managed Services
    • Ensure reliable, high performance back end infrastructure for seamless transactions. Enabling rapid deployment and scaling of new sales channels
Customer Acquisition & Demand Generation
Drive targeted campaigns and lead generation initiatives to fuel business growth.

Digital and Experience Engineering:
  • UX Design and Custom Software Development
    • Creating user-friendly digital experiences to attract and convert customers. Craft engaging digital experiences and platforms for effective customer outreach.


AI/ML Engineering
  • GenAI/Creation(NLP)
  • Agentic AI
    • Utilising Agentic AI for autonomous campaign optimisation and personalised customer journeys, dynamically adapting strategies to maximise acquisition ROI Utilise Generative AI Creation tools for dynamic content creation and personalised marketing.


Data Engineering:
  • Data Visualisation (Dashboard Development)
    • Tracking campaign performance and customer acquisition metrics through dashboards.
Digital Growth Marketing & Analytics
Harness digital marketing techniques and robust analytics to generate measurable revenue impact.

Data Engineering:
  • Big Data Analytics and Data Visualisation
    • Transform complex data into clear, actionable insights that drive marketing decisions.


AI/ML Engineering
  • Discovery and Pattern Recognition
  • Data Science
  • Agentic AI
    • Applying data science to Identifying patterns in marketing data to optimise digital marketing strategies and improve ROI. This combined with employing Agentic AI to autonomously manage and optimise digital marketing spend across platforms, reacting to real-time analytics, for efficient growth.


Digital and Experience Engineering:
  • Custom Software Development
    • Develop integrated digital marketing platforms to streamline campaign management.
Strategic Partnership Development
Cultivate strategic alliances and collaborations to expand market reach and unlock new opportunities.

Product and Platform Engineering:
  • Systems Integration
    • Build Integrated systems across technologies and partners for seamless collaboration. Provide ongoing support and partnership management to ensure scalable, efficient and future proofed tech footprint.


Digital and Experience Engineering:
  • Custom Software Development
    • Create collaborative digital portals that facilitate partner engagement and data sharing.


Cloud and DevSecOps Engineering :
  • Across multiple Cloud vendors
    • Leveraging multi-cloud and Hybrid platforms for secure and scalable partner integrations.