How RealNY Answers 100+ Calls a Day Across 150 Agents
A high-volume real estate brokerage replaced a shrinking front office with an always-on AI receptionist that routes every caller to the right agent in English, Spanish, and Mandarin.
“Agents are out at showings all day. AI Frontdesk gives every caller an immediate answer. It creates the feeling that someone is always available, and that's exactly what great customer service looks like.”
At a glance
Organization profile
Company
RealNY
Industry
Real Estate Brokerage
Location
New York, New York
Coverage
All five New York City boroughs
Highlights
- 150-agent custom routing directory
- Trilingual support in English, Spanish, and Mandarin
- Always-on coverage with human handoff on request
AI workforce
One workforce across the customer journey
Frontdesk connects the channels, systems, and repeatable workflows this team uses to serve customers and keep work moving.
Products deployed
- Voice AI
- Chat AI
- CRM
- SMS Texting Agent
- Smart Tickets
The story
A front office built for RealNY
RealNY serves buyers, renters, owners, and agents across all five boroughs. Its roughly 150 independent agents spend much of the day away from a desk, moving between showings, client meetings, and properties throughout New York City.
That operating model put enormous pressure on the front office. As the team contracted from two people to one, Karen became the central point for a constant stream of calls while also handling the marketing and coordination work that keeps the brokerage moving.
Frontdesk gave RealNY a front line that never steps away. It answers immediately, understands why each person is calling, and routes the conversation through a directory built around the brokerage's agents and workflows. The result is broader coverage for callers and more focused time for the people behind the business.
Narrative
Challenge, deployment, and outcomes
Summary of what the customer faced, how Frontdesk was applied, and what they report measuring afterward.
Challenge
- The front office shrank from two people to just Karen, fielding inquiries for roughly 150 independent agents.
- Call volume was overwhelming, with constant interruptions and significant volume missed because of staffing limits.
- With agents at showings, time-sensitive buyer calls hit voicemail, and Karen manually forwarded transcripts for follow-up.
Deployment
- Deployed AI Frontdesk as the first line for inbound calls with a custom directory for roughly 150 agents.
- Configured a routing model matched to a brokerage where agents manage their own schedules.
- Fine-tuned the system during the first month with weekly check-ins and added Spanish and Mandarin, with Spanish becoming the most-used additional language.
Outcomes
- Frontdesk now answers more than 100 calls a day and roughly 5,000 since launch, absorbing work that overwhelmed a two-person desk.
- Every caller gets an immediate response and reaches the right agent, creating always-on availability.
- Only five to ten calls a day still need a human, freeing Karen while preserving a personal handoff when callers request one.
In Karen’s words
“The support has been outstanding. We meet weekly and any question gets answered fast. I'd absolutely recommend this to other brokerages. If your agents are out at showings and your phone won't stop ringing, this solves that problem.”
People
Team members in this story
Karen Delacruz
Marketing Coordinator at Real New York
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