Knock AI Virtual Agent - A Leasing Guide

Wanna know more about A.I. Voice - Go here

 

Now that you have Knock's virtual agent enabled, what does this process look like for you?

Knock will create a user account for your virtual agent:

When a lead contacts the community, there are two workflows that the virtual leasing agent can assist with.

 


First Line of Defense (Knock virtual agent - > Leasing team)

 
  • 100% of calls get answered during and after hours

  • Callers don’t have to wait for a call to be “missed” by agents and then sent to the AI

  • Callers can ask for a human if needed

     

Last Line of Defense (Leasing team - > Knock virtual agent)

  • During business hours, the leasing team has the chance to answer the phone, but if missed, the caller will flow straight to the virtual leasing agent

  • After hours, calls will go directly to AI

  • Callers potentially have to wait for the team to “miss” the call before being helped

  • Can only ring for 6–30 seconds before being transferred to AI

 
 

Any information that is collected from the call will be entered in the guest card.

This can contain the following information:

  • Profile details (name/phone #)

  • Preferences

Agent Rollover (Knock -> RealPage Contact Center)

  • Available when the Agent Rollover option is enabled in the Virtual Agent menu of the Admin dashboard.
  • The call will be transferred to RealPage Contact Center if the virtual agent is unable to assist or the caller requests to speak with an agent.

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Virtual Agent - Prospect: Property Callback

  • For a variety of reasons, some clients do not want the Virtual Agent to provide Pricing & Availability to prospects. Today, clients don’t have the ability to turn off the Pricing and Availability flow in the Virtual Agent but many have asked to do so.
  • Today, some clients do not have a PMS integration therefore no P&A can be given, when a PMS integration is not present we should also follow the ‘property callback’ flow
  • For a variety of reasons, some clients do not want the Virtual Agent to schedule tours for prospects. Today, clients don’t have the ability to turn off the Schedule a Tour flow in the Virtual Agent but many have asked to do so.

 

Prospect: Tour Rescheduling and Cancellation

When a prospect says they want to reschedule their tour, they should be taken through the Schedule a Tour flow with a few differences to the existing flow. When a prospect says they want to cancel their tour, the GC should be updated in LMA to show the tour has been cancelled without the prospect having to take any additional action.

 

Further information required || Next Steps

If the lead asks to speak to the onsite leasing agent, the following workflow will occur:

  • The lead will be transferred over to the office and will appear on the knock dashboard as an inbound call.
  • The virtual agent will still populate all information gathered before transferring the call.

** If the onsite team is unavailable for the call-The guest-card will appear under "Needs first contact" with a status of "New". Notifying the leasing team that the lead is requesting further assistance.

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