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 Chime 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 Grouping
• Tagging
• Training / Improving the AI Assistant

 

How to monitor the AI Assistant

The AI Assistant is designed to notify you when a conversations 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 in 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:

 

Click on "AI Assistant Following":

 

Click on a conversation to access:

 

In this panel you can (a) view the conversation, (b) "Mute" the conversation (keep the AI Assistant from qualifying the lead), (c) type in your own message to take over the conversation.

 

*IMPORTANT: Please note the following:

• When clicking the "Mute" option, you are actually stopping the AI Assistant. You are not able to resume communication from the AI Assistant to the lead after clicking "Mute."
• By taking over a conversation, texts to the lead will be sent from your virtual number and not the AI Assistant's so you will need to account for that transition in your message. Because the AI Assistant is designed to be just that, an "Assistant," you may consider explaining to the lead in your response (which will be a separate message) that they had brought you up-to-speed and you wanted to engage with them personally.
• 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 "Auto Texts" (apply a filter to find easily):

 

Text Message Qualification

1. A lead enters the CRM and matches the settings set up for this option to trigger. These would include both of the following:

• Enable the AI Assistant for NEW LEAD qualification via text messages: The AI Assistant will follow up with new leads once they come into the CRM from connected sources. During the conversation, the AI Assistant will work to complete a lead's profile, preferences, and timeframe. When finished, it will notify the assigned agent with the result and whether they need to follow up.
• Enable the AI Assistant for EXISTING LEAD qualification via text message. The AI Assistant will follow up with existing leads that match the following conditions: (a) opened property alert emails but have not clicked links in the email, (b) back to the site with incomplete search criteria, and (c) back to site and makes a request that triggers as an opportunity. d) there is no location in search criteria preventing auto alerts from being sent, and (e) there is no site activity for 12 and 28 consecutive days since the last time the lead was marked as "High Interest." During the conversation, the AI Assistant works to complete the lead’s info and will notify the assigned agent with the result and whether they need to follow up.

 

2. The AI Assistant will reach out with various welcome text messages by recognizing from which lead source the lead originated. All of these conversations are recorded in the lead profile page.

 

3. The AI Assistant will use scripts that have been successfully tested by top agents on Chime to chat with leads and get their buying/selling preferences during the conversation. 

 

4. When the AI Assistant has finished the conversation, it will tell leads that their agent will follow up as soon as possible. The AI Assistant will then automatically mute itself and not respond further. It will then notify the assigned agent. See below for Notifications.

 

5. For leads that have not replied or not completed the qualification process, the AI Assistant will continue to send two additional messages at different intervals to try and engage them again. Once a lead has responded, the AI Assistant will start and/or continue the qualification process as described above.

 

Website Chat Qualification

1. A website visitor lands on a Chime IDX website with the AI Assistant enabled.

 

2. The website visitor will be prompted with chat messages in the bottom-right of their screen.

 

3. If the website visitor responds, the AI Assistant will attempt to both 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 back 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:

• Please note that the AI Assistant will currently only send listing suggestions if the lead does not respond for 24 hours after providing basic criteria. If no criteria has been provided or the lead is responsive, no listing link can be sent out. 
• This feature cannot be turned off as it is part of the built-in scripts
• The recommendation links that are sent will take the leads to the team IDX website, not any Agent Subdomain sites. 
• If the criteria is met (see "EXISTING LEAD qualification via text message" above), the AI Assistant will attempt to complete the "Location" field of the search criteria so that it can trigger auto property alerts.

 

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 Chime provides:

 

(1) Text message

Chime 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 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 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 for more information. "The lead is requesting info of 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 for 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 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 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 Grouping

All leads that are contacted by the AI Assistant will be added to a group called "AI Contacted." This will allow for a Chime 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 off of 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”

 

Training / Improving the AI Assistant

A very useful feature for the AI Assistant is the ability to provide feedback on individual messages that it has sent. You can use this tool to submit feedback directly to the Chime Product Team who manages the AI Assistant to help improve the types of messages that are sent and help the AI Assistant learn and grow. Your feedback is extremely valuable to the process of building out powerful responses to the variety of scenarios that the AI Assistant will encounter.

To provide feedback, navigate to the lead profile where the conversation is recorded and click on the link to "Train your AI Assistant." Any suggestions are tracked and reviewed by our teams to build out paths for future conversations with the AI. 

 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@chimeinc.com> or by phone at 1 (855) 981-7557.