Smart Routing Agent – Multi-Agent Brokerage
A smart routing voice agent for a large multi-agent brokerage that connects every caller to an agent who is available and specialises in what they need.
[ CLIENT ]
Multi-agent brokerage
[ INDUSTRY ]
[ CHALLENGE ]
With a wide agent roster, a name directory wasn’t enough. Callers needed to reach the right agent in real time, by availability and specialty.
[ SOLUTION ]
We built a voice agent that routes every call, with:
Real-time routing by agent availability and specialty
A 50-scenario knowledge-base validation framework across seven content domains
A structured test plan the client runs themselves, with pass/fail gates for launch blockers
Outbound SMS confirmations registered for compliance before sending
Launch blockers are caught in testing, before callers ever hear the agent.
Routing by availability and specialty
A directory sends a caller to a name. This agent sends them to a person: it checks which agents are available right now and which of them specialise in what the caller needs, then connects the call.
Testing before launch
Before going live, the agent’s knowledge base was validated against 50 scenarios across seven content domains. The client runs a structured test plan with pass/fail gates, and every launch blocker must pass before callers hear the agent.
Compliant SMS
Outbound SMS confirmations were registered for compliance before the first message was sent.
Building something similar?
See AI voice agent for real estate for how we set up routing for a brokerage, and our guide to what an AI receptionist costs.
Part of our AI receptionist and voice agent work. Related projects: the real estate concierge agent and the investment bank voice agent.
[ RESULTS ]
50
Validation scenarios
7
Knowledge-base content domains
Pass/fail
Gates before launch
