Real Estate Leader Achieves Human-Level IVR Accuracy

Overview

High call volumes from property managers, tenants, and vendors pushed this real estate leader’s legacy IVR to its limits. Accuracy gaps frustrated users, manual surveys drained staff resources, and scaling operations meant escalating costs. The company needed a way to capture data faster, handle calls more intelligently, and maintain enterprise-grade reliability—all without adding headcount.

Problem

With massive call volumes from property managers, tenants, and service vendors, the company’s traditional IVR struggled to keep pace with evolving needs. The primary goal was to implement a monthly survey capturing key customer data—most critically, apartment occupancy rates—while later expanding into renovation and school-related data collection. Previously, human callers were responsible for manually gathering this information, which was time-consuming, costly, and error-prone.

The Solution

Synthflow collaborated with the contact center team to launch an AI-powered IVR agent tailored to real estate workflows. The agent conducts outbound calls to building management companies, collecting occupancy data and unit counts. Historically, human callers achieved a ~30% success rate in securing this data. Within just three months of testing, Synthflow’s AI reached a 24% success rate—nearly on par with human agents—while running at enterprise scale and without adding staffing costs. Each test cycle informed prompt refinements and routing logic, driving continuous improvement.

The Results

With Synthflow’s white-labeled voice AI, the BPO operator unlocked new scalability and efficiency across its enterprise accounts:

• Human-Level Accuracy (in progress):AI has nearly matched human caller performance after 3 months, with a 24% success rate vs. 30% baseline.
• Ongoing Error Reduction:<2% IVR navigation errors and steady improvements through iterative optimization.
• Cost Savings:Operational scaling without additional headcount.
• Future Expansion:Planned surveys will extend into renovation updates and school-related inquiries.

Conclusion

By combining industry expertise with Synthflow’s iterative AI optimization, this global real estate software leader transformed its survey and IVR process into a scalable, high-accuracy solution. The result: near-human performance, continuous error reduction, and data collection at scale—achieved at a fraction of the operational cost.