Picture this: It’s 9 AM, and your best rep logs in, ready to move deals forward. By noon, he had answered the same five questions twelve times, scheduled six tours, and updated two CRMs. Meanwhile, three hot leads had gone cold, and no one even noticed.
Now multiply that by your entire team. That’s not a bad morning—it’s a broken system.
Reality check: where your agents’ time actually go
Your agents spend 80% of their workday handling repetitive tasks, answering FAQs, entering data, and scheduling visits. Every hour spent here is an hour away from high-value conversations that directly impact your NOI (Net operating income).
When the Right Tasks Go to the Right People (and Bots)
This is what it looks like when your workflow aligns with your team’s strengths—and your clients’ expectations.
| Bot (Busywork) | Human (High-Value Calls) |
| Automated | Human-led |
| Handles volume, speed Never forgets or delays | Owns nuance, decisions Builds trust + closes |
| Scene 1: Prospect texts: “2-bedroom apartment availability?” → Bot instantly qualifies needs (location, budget, timeline). | Scene 1: Agent gets notified, and reviews lead context before engagement. |
| Scene 2: Bot confirms availability, shares pricing, and floor plans, and immediately asks if the prospect wants to book a viewing. | Scene 2: Agent tracks conversation flow via CRM—no manual input needed. |
| Scene 3: Prospect schedules via chatbot—appointment synced instantly to agent’s calendar. | Scene 3: Agent receives calendar alert and prepares with zero back-and-forth. |
| Scene 4: (Bot remains idle) | Scene 4: Agent conducts high-value call—answers nuanced questions, negotiates terms, and secures verbal commitment. |
| Scene 5: Bot auto-generates lease document and sends it for digital signature. | Scene 5: Agent reviews and follows up only on edge cases. |
Bot + human = faster closing.
Why This Split Works
- Speed: Bots handle routine queries in seconds, not hours—keeping prospects engaged.
- Accuracy: Every handoff is clean. CRM data syncs automatically, with no double entry.
- Morale: Your reps do what they were hired to do: close, not copy-paste.
Mini Case Snapshot: What Happens When Bots Handle the Back & Forth
Client: Multinational bank, 5M+ customers, 15,000 employees
Region: South Africa + neighboring markets
Before Convocraft:
- High call volumes
- Long wait times
- Agents overwhelmed with routine queries
After 90 Days with Convocraft:
- Response time ↓ 80%
- After-hours engagement ↑ 40%
- Call center costs ↓ 30%
How it worked:
– Bots handled routine inquiries instantly.
– Complex questions were auto-routed to trained agents—who finally had the bandwidth to focus where it mattered.
Checklist for improved efficiency
- List your top 10 most frequent leasing inquiries.
- Script answers into clear, conversational bot flows.
- Define the line: What goes to a bot, and what requires a rep?
- Plug scheduling and CRM tools into your workflow.
- Set SLAs: bot replies in seconds, rep handoff in under 3 minutes.
Reps close deals. Bots clear the path. Build the workflow that lets your team do more of what moves the needle—and nothing that doesn’t.
