Introduction

One of the most common questions out there regarding the AI Assistant is regarding exactly what the qualification process looks like. Though this process is constantly improving, this article outlines more or less the process that the AI Assistant will go through to work and qualify leads that enter your Lofty database. This article does not contain the exact scripts that the AI Assistant will use as these are constantly adjusting as more and more scenarios are supported.

 

Summary

• How to monitor the AI Assistant
• Text Message Qualification
• Website Chat Qualification
• Listing Recommendations
• Notifications
  • (1) Text message
  • (2) Standard Notifications
  • (3) Opportunity Notifications
• AI Segmentation
• Tagging
• Providing Feedback / Improving the AI Assistant

 

How to monitor the AI Assistant

The AI Assistant is designed to notify you when a conversation is out of their scope or making great progress and ready for your involvement. If you want to make sure things are going well, you can monitor the active leads that the AI Assistant is working on qualifying. 

A few notes regarding permissions: 

• All users have access to monitor conversations on the chat list and the lead detail page of leads assigned to them.
• The Team Owner/Admin and users with the “Access All Team Leads” permission (see Team permissions) are only able to monitor conversations on the lead detail page, but it is not visible on their chat list unless the leads are assigned to them.

To monitor conversations, click on the chat bubble in the bottom-right of the screen, then click AI

 

This will take you to the AI Sales Assistant Following conversations. 

In this section you can:

• view all active text and website chat conversations the AI is having
• "Mute" the conversation (keep the AI Assistant from qualifying the lead)
• type in your own message to take over the conversation

 

*IMPORTANT: Please note the following:

• When clicking the "Mute" option, you are stopping the AI Assistant. You can unmute the AI Assistant at any time by clicking on the ellipses in the lead's profile, followed by Unmute AI Sales Assistant.
• Please also note that any form of manual communication (making a phone call, sending a text message, or sending an email) will also take over from the AI Assistant. This does not include automatic content sent out via Smart Plans.

 

AI conversations can also be seen in the lead detail pages as [Site Message] or [Auto Text]

Here is a text message that was sent by the AI Assistant:

 

Here is a message that was sent to a lead on the website chatbox:

 

Text Message Qualification

AI Sales Assistant will nurture leads through text conversations. The following scenarios will trigger a response from the AI Assistant:

• Lead opens a property alert emails but has not clicked properties/links in the emails.
• Lead returns to the IDX website with incomplete search criteria.
• Lead returns to the IDX website and makes a request that triggers an opportunity.
• The lead profile has no "location" recorded in the search criteria (preventing auto alerts from being sent).
• No site activity is logged for 12, and then 28, consecutive days since the last time they were marked as "High Interest."
• Lead saves a search on the IDX website
• Lead views five different properties in 24 hours
• Lead is marked as "Back to Site."

The AI will combine the type of Trigger, the lead's current information, and historical conversation records to generate a personalized message that fits the current scenario.

If the trigger occurred on your website (such as saving a listing or a search), the AI will send the lead a message on your website chatbox. If it did not occur on the website (such as a lead being inactive for a certain number of days), the AI will send a text message.

The AI will also judge the interval between the current trigger and the last message based on the Engage Style to avoid sending multiple messages to the lead in a short time period and annoying them.

 

Website Chat Qualification

The AI Assistant will engage website visitors, new leads, and back-to-site existing leads by starting a conversation. It will attempt to get a visitor's buying/selling preferences and contact information to create a lead in the CRM. It will also engage with leads when they perform certain actions like saving a listing, requesting a showing, sharing a listing, or viewing a specific property more than 3 times within 7 days.

If the website visitor responds, the AI Assistant will attempt to qualify the lead while also requesting contact information for additional follow-up.

*IMPORTANT. Please note the following:

• If the number of available engagements runs out on either the "Starter" or "Accelerator" packages, the AI Assistant will stop sending out texts to leads and the chat box on the website will revert to the standard website chat box.
• The AI Assistant will try to engage all website visitors and gather as much information as possible. If certain requests for a name, email address, or phone number are not responded to, the details of the conversation will be contained under a chat record titled "Visitor ####". The context of the interaction will be contained and traceable should that lead reach out again and the system recognizes them.

 

Listing Recommendations

The AI Assistant can give listing recommendations during the conversation as a tool to re-engage the lead and see if it is possible to schedule a showing when the lead finds something they are interested in. The AI Assistant will send out a link that is filtered based on the criteria already provided.

*IMPORTANT:

• This feature cannot be turned off as it is part of the built-in scripts

 

Notifications

Notifications are an important part of making sure the transition from AI Assistant to agent goes smoothly. The following are the different types of notifications that Lofty provides:

 

(1) Text message

Lofty will send an SMS to the assigned agent’s phone number to notify him/her.

The AI Assistant will automatically text agents under the following circumstances:

• The AI Assistant could not understand what the lead is saying. "Your lead [lead's name] ([lead's number]) sent a message to the AI Assistant that cannot be recognized: [message]"
• A seller lead has accepted an appointment for a home evaluation. "_______ has
  accepted an appointment for home evaluation. Please call the lead ASAP."
• A lead has requested a phone call. "__________ is asking for a call. Please call the lead ASAP."
• A lead is interested in viewing a property in person as suggested by AI Assistant. "_____________ is interested in a showing. Please call the lead ASAP."
• A lead is on a short timeframe. "____________ is planning on buying a property in 2 months. Please follow up immediately."
• A lead asks for a showing. "______________ is requesting a showing. Please call the lead ASAP."
• A lead has requested to make an offer. "_____________ is requesting to make an offer. Please call the lead ASAP."
• A seller lead wants to sell their property. "_______________ wants to sell his/her property. Please call this lead ASAP."

 

(2) Standard Notifications

These are triggered in these situations:

• A lead is requesting more listings or asking for more property information
• A lead finishes the qualification process. "This lead has been qualified as a hot lead. Please call the lead ASAP."
• A buyer lead says they are "just looking" and provides his/her preferences. "Please review the search criteria and create a customized property alert for the lead."
• A lead has requested more information. "The lead is requesting info on a listing. Please follow up ASAP."
• A lead has financing questions. "This lead has questions on financing. Please ask your lender to follow up."
• A lead is requesting specific help. "This lead is asking for help. Please review its request and contact it as soon as possible."

 

(3) Opportunity Notifications

These are triggered when the AI Assistant finds a hot lead that matches the following situations:

• A seller lead has accepted an appointment for a home evaluation. "_______ has
  accepted an appointment for home evaluation. Please call the lead ASAP."
• A lead has requested a phone call. "__________ is asking for a call. Please call the lead ASAP."
• A lead is interested in viewing a property in person as suggested by AI Assistant. "_____________ is interested in a showing. Please call the lead ASAP."
• A lead is on a short timeframe. "____________ is planning on buying a property in 2 months. Please follow up immediately."
• A lead asks for a showing. "______________ is requesting a showing. Please call the lead ASAP."
• A lead has requested to make an offer. "_____________ is requesting to make an offer. Please call the lead ASAP."
• A seller lead wants to sell their property. "_______________ wants to sell his/her property. Please call this lead ASAP."

 

AI Segmentation

All leads that are contacted by the AI Assistant will be added to a segment called "AI Contacted." This will allow a Lofty user to easily find the leads that have been worked by the AI Assistant and easily combine the results with other filters.

 

Tagging

Depending on the behavior of the lead, the AI Assistant will add tags to the lead. You can in turn use these tags to easily filter the leads after the conversations and/or trigger Smart Plans based on the added tag.

Tag	Scenario
AI: Accepted Appointment	Seller who makes an appointment with the chatbot
AI: Asked for a Call	Lead who asks for a call
AI: Do Not Contact	Lead who says something like “Do not text this number again”
AI: Has Agent	Lead who says they are already with an agent
AI: Intend to Sell	Seller who says he/she wants to sell a house
AI: Interested	Buyer who asks for foreclosed listings
AI: Interested	Buyer or renter who asks for more listings
AI: Interested	Buyer or renter who asks for property info
AI: Interested	Buyer or renter who says they are looking for a property
AI: Interested	Seller who wants to request a home evaluation
AI: Investor	Buyer who says they are looking to make an investment
AI: Just Looking	Buyer who says they are just looking
AI: Long-term	Lead who says no to the welcome message which is “are you looking for a house/selling your house”
AI: Need Financing	Buyer who has indicated they have not been prequalified for a loan
AI: Need Financing	Buyer who has financing questions
AI: No Response	This tag will be added when multiple messages have been sent by the AI Assistant without a response. The AI Assistant will not send any more text messages unless the lead texts first.
AI: Not Interested	Lead who says something like “Do not need help at this time”
AI: Not Interested	Seller who is not requesting a home evaluation
AI: Requested Making Offer	Buyer who wants to make an offer
AI: Requested Showing	Buyer who makes a showing appointment with chatbot
AI: Wrong Number	Lead said something like “You have the wrong number”

 

Providing Feedback / Improving the AI Assistant

A very useful feature of the AI Assistant is the ability to provide feedback. You can use this tool to submit feedback directly to the Lofty Product Team which manages the AI Assistant to help improve the types of messages that are sent and help the AI Assistant learn and grow.

 

To provide feedback, navigate to the lead profile where the conversation is recorded.

You can do so in three locations within a lead profile:

(1) Banner on Lead Detail Page

Hover over the AI Assistant and click on the option to provide feedback. This will allow you to provide general feedback on how the AI Assistant is performing.

 

(2) Lead Timeline

Click on the hyperlink to "Rate AI Response." This will allow you to provide feedback on that specific AI Assistant response.

(3) Chat Panel

When you are reviewing an AI conversation in the chat panel, you can click the link at the top to provide feedback as well.

 

Your feedback will be documented and reviewed by our team for implementation within the AI Assistant logic if appropriate. You will receive an email informing you of what action has been taken for your AI Assistant feedback so that you are aware that your feedback is extremely valuable to the process of building out powerful responses to the variety of scenarios that the AI Assistant will encounter.

 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Lofty CRM.