Latest / Connor with Honor: AI, Real Estate and Real Life / Your AI Answered the Phone. Now Show Me the Receipt.

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Your AI Answered the Phone. Now Show Me the Receipt. · Connor with Honor: AI, Real Estate and Real Life

• 0:00
  SPEAKER_00: Your AI answer the phone, and that's great, but I want you to show me what happened next next.
• 0:05
  SPEAKER_00: Where did the customer's information go?
• 0:07
  SPEAKER_00: Who owns the follow-up?
• 0:09
  SPEAKER_00: Is the appointment actually on your calendar or one of your employees' calendars?
• 0:14
  SPEAKER_00: And if something failed, who actually knows about it?
• 0:17
  SPEAKER_00: Now those questions matter a whole lot to me than whether the voice sounds impressive in a demo.
• 0:22
  SPEAKER_00: Because when that customer hangs up, they believe your your business is actually handling something that they asked for, that the system promised them that it would produce.
• 0:31
  SPEAKER_00: Now you have an expectation to meet.
• 0:34
  SPEAKER_00: A pleasant conversation followed by a missing task gives you a customer problem with a nicer soundtrack.
• 0:41
  SPEAKER_00: Now I'm Connor McIver.
• 0:42
  SPEAKER_00: I approach this as a former instructor for the LAPD and AI business architect.
• 0:47
  SPEAKER_00: I want to clear some responsibilities, clear limits, and something that we can check afterwards.
• 0:52
  SPEAKER_00: That's the whole mission.
• 0:54
  SPEAKER_00: Having that nice pitch is great, but what happens to everything doesn't help you as a consumer potentially looking to get this technology to work for you.
• 1:03
  SPEAKER_00: Now, I want you to give me the boring details.
• 1:05
  SPEAKER_00: That's what I want of anybody that tries to pitch me who received the request, what off action was authorized, what actually happened.
• 1:12
  SPEAKER_00: That is where I want business owners putting their attention.
• 1:15
  SPEAKER_00: Now you can compare prices per minute all afternoon.
• 1:19
  SPEAKER_00: But first decides what a properly handled call is supposed to accomplish in your business.
• 1:25
  SPEAKER_00: Now let's use three hypothetical businesses: a contractor, a salon, and of course, a real estate agent.
• 1:33
  SPEAKER_00: These are examples of workflows to design and test, not claims about systems I've already installed.
• 1:39
  SPEAKER_00: Now each business needs a different result.
• 1:41
  SPEAKER_00: The contractor may need a complete service request assigned to a particular dispatcher.
• 1:46
  SPEAKER_00: A lot of cases it's going to be why for somebody else.
• 1:50
  SPEAKER_00: Now that salon may need an appointment with the right stylist for the right amount of time and also be able to book with any other stylist as well.
• 1:58
  SPEAKER_00: I know that when people are working on people's feet or hands, and then they go and pick up the phone, a lot of these people, the salon are doing double duty and they don't have a committed receptionist because that committed receptionist is, well, one of the people that are doing the uh manicure, pedicure, or whatever, the waxing or whatever else they do there.
• 2:17
  SPEAKER_00: It's important to have that built in and baked in.
• 2:19
  SPEAKER_00: So these people that are there, they just have appointments booked for them, and nobody even touches the phone because you've got to switch gloves if you do it right, correct?
• 2:27
  SPEAKER_00: So you don't give anybody any kind of an infection.
• 2:30
  SPEAKER_00: Some of the phones in these places I can't even imagine.
• 2:32
  SPEAKER_00: Okay, I'm off that.
• 2:34
  SPEAKER_00: The agent may need an accurately captured inquiry and a human follow-up.
• 2:38
  SPEAKER_00: So start there with the work.
• 2:40
  SPEAKER_00: Picture a contractor on a job when a homeowner calls about a linking sink.
• 2:45
  SPEAKER_00: A useful intake would collect the name, callback number, service address, and what the caller says is happening, just so the contractor, plumber, whomever, doesn't go in blind.
• 2:56
  SPEAKER_00: Then it would confirm the employment details.
• 2:58
  SPEAKER_00: Was that 15 Oak Streak or 50?
• 3:01
  SPEAKER_00: Is that number, is that the number you want us to use?
• 3:03
  SPEAKER_00: Call to verify.
• 3:05
  SPEAKER_00: It should also preserve uncertainty instead of cleaning it up into a confident guess.
• 3:11
  SPEAKER_00: And it should check that the business's service area and approved urgency rules before deciding where the request belongs.
• 3:19
  SPEAKER_00: Sometimes some of the architecture that I build on sites, they're getting very good traffic from, not just locally, but other places when somebody's running in a particular search, maybe misspelling something.
• 3:29
  SPEAKER_00: I don't want them to, somebody in Milwaukee to think that a Santa Clara plumber is going to get over there and handle their leak.
• 3:36
  SPEAKER_00: Here's what we're actually what that means to you.
• 3:40
  SPEAKER_00: Your dispatcher should open a usable request, not replay a conversation to restruct the basics.
• 3:46
  SPEAKER_00: The system should not diagnose the repair promise somebody's going to arrive in 20 minutes because that sounds helpful.
• 3:52
  SPEAKER_00: If dispatch has to approve the visit, you should tell the caller that the visit needs approval.
• 3:58
  SPEAKER_00: Keep a requested time separate for a confirmed time, you would expect that discipline from somebody working your front desk, an actual human being.
• 4:06
  SPEAKER_00: Now expect it from that software too.
• 4:09
  SPEAKER_00: Now let's take that salon.
• 4:10
  SPEAKER_00: Now somebody asked for a color appointment Friday afternoon.
• 4:14
  SPEAKER_00: An empty square on the calendar doesn't tell you everything you need.
• 4:17
  SPEAKER_00: Which service exactly?
• 4:19
  SPEAKER_00: Is it one of those blowout fancy things or something else?
• 4:23
  SPEAKER_00: Like I know.
• 4:24
  SPEAKER_00: What stylist is qualified and available?
• 4:26
  SPEAKER_00: How long is the appointment?
• 4:28
  SPEAKER_00: Does the salon require a consultation first?
• 4:31
  SPEAKER_00: Are there business rules about new clients?
• 4:33
  SPEAKER_00: Now that proposed workflow should check those details against the salon's approved information and booking system.
• 4:40
  SPEAKER_00: If it can't establish the correct service, it should ask for clarification or put a person in the loop.
• 4:46
  SPEAKER_00: And here's the part I would make somebody demonstrate.
• 4:49
  SPEAKER_00: Check availability, create the authorized booking, and verify that that booking exists before saying that it's confirmed.
• 4:57
  SPEAKER_00: Google Calendar, for example, treats checking free and busy time and creating an event as separate operations.
• 5:04
  SPEAKER_00: Seeing an opening doesn't create an appointment.
• 5:06
  SPEAKER_00: Your particular booking software may work differently, so you need to test the actual system that you use with whatever I'm providing.
• 5:15
  SPEAKER_00: And I do all of that beginning to end so nothing's missed.
• 5:18
  SPEAKER_00: You also want to check that date, time zone, duration, and staff member that it gets booked with to make sure it came through.
• 5:25
  SPEAKER_00: Also test what happens when two people request the same opening, maybe during the same call.
• 5:31
  SPEAKER_00: Some of the systems that I have can handle up to 30 or 40 simultaneous calls and book appointments, so that needs to also be part of the process.
• 5:40
  SPEAKER_00: Now, if that booking system stops responding, that voice should not fill the silence with made-up success.
• 5:47
  SPEAKER_00: Say that booking could not be confirmed, you preserve that request through the approved callback and fallback and alert that responsible person.
• 5:56
  SPEAKER_00: Before trying again, you need to check whether that first attempt already created it.
• 6:00
  SPEAKER_00: Otherwise, you risk making a second appointment while trying to fix the first.
• 6:04
  SPEAKER_00: This is why I care about the receipt from the booking system, not just the sentence the AI said to the customer.
• 6:10
  SPEAKER_00: Now for the real estate agent, imagine somebody calls about a property while the agent's showing another house.
• 6:15
  SPEAKER_00: Capture which property they mean, their question, best callback information, and the next step they requested.
• 6:22
  SPEAKER_00: If a showing requires approval, do not invent a showing.
• 6:26
  SPEAKER_00: If curtain current property information is unavailable, don't guess either.
• 6:30
  SPEAKER_00: Don't placate.
• 6:31
  SPEAKER_00: Just tell them exactly why and what's going on.
• 6:34
  SPEAKER_00: A useful handoff would include the caller's question and any promise follow-up.
• 6:38
  SPEAKER_00: The agent should start that next conversation informed without making that caller tell the whole story again.
• 6:45
  SPEAKER_00: Permissions belong in the conversation before anything goes live.
• 6:48
  SPEAKER_00: What information may the system collect?
• 6:51
  SPEAKER_00: Which records may it see?
• 6:53
  SPEAKER_00: Which calendar may it change?
• 6:55
  SPEAKER_00: Now, can it book directly or only request approval?
• 6:58
  SPEAKER_00: Can it send a confirmation and through which channel is it going to send it?
• 7:02
  SPEAKER_00: Now, a caller agreeing to receive appointment details shouldn't become an excuse for other unrelated marketing.
• 7:08
  SPEAKER_00: That's an agent's worst mistake.
• 7:11
  SPEAKER_00: Collect what the task needs, explain the automated assistance role clearly, and keep access limited to that particular job.
• 7:18
  SPEAKER_00: More access creates more things you have to manage.
• 7:21
  SPEAKER_00: When I say I want receipts, I mean evidence and the place your team actually works in your CRM, your consumer management system.
• 7:29
  SPEAKER_00: Now, you can find that correct contact, the service request, the assigned person, and the follow-up task.
• 7:35
  SPEAKER_00: Are they there for you to see easily as the owner of the business or one of your people that work for you?
• 7:41
  SPEAKER_00: Now, where the software provides record numbers or links, keep those with the workflow resolved.
• 7:47
  SPEAKER_00: Verify the details, not just that something got created or made.
• 7:52
  SPEAKER_00: A transcript saying I've added that to your account proves the sentence was spoken, open the account and then check the work.
• 7:59
  SPEAKER_00: Human handoff needs that same discipline.
• 8:02
  SPEAKER_00: Decide what should trigger it.
• 8:04
  SPEAKER_00: If a consumer asking for a person, unclear details, a complaint, or a request outside the approved scope, decide who receives it during business hours and what happens after hours.
• 8:15
  SPEAKER_00: If a live transfer is attempted, verify whether somebody actually connected or not.
• 8:19
  SPEAKER_00: Don't promise a callback.
• 8:21
  SPEAKER_00: Deadline your team has not agreed to meet.
• 8:24
  SPEAKER_00: A handoff needs a real owner and an accurate status.
• 8:27
  SPEAKER_00: Failure alerts need owners too.
• 8:30
  SPEAKER_00: A booking failed, a customer did not save, that record didn't get saved, the person assigned to the follow-up never acknowledged the tasks.
• 8:38
  SPEAKER_00: Decide which failures need immediate attention and where they should go.
• 8:42
  SPEAKER_00: Now the alert should say what failed, what is already saved, and what somebody needs to do next.
• 8:48
  SPEAKER_00: Test that backup route before customers start to depend on it.
• 8:52
  SPEAKER_00: Otherwise, you may build a beautiful alert that arrives in an inbox that nobody even sees or checks.
• 8:58
  SPEAKER_00: That's another handled, unhandled task, just in a different place.
• 9:02
  SPEAKER_00: The measure, then measure that thing that you actually wanted to improve.
• 9:06
  SPEAKER_00: Start with a baseline from your current process.
• 9:09
  SPEAKER_00: How many suitable inquiries were captured accurately?
• 9:12
  SPEAKER_00: How many bookings were genuinely confirmed?
• 9:14
  SPEAKER_00: How often did a person have to repair a record?
• 9:17
  SPEAKER_00: How long did a requested human follow-up take?
• 9:20
  SPEAKER_00: If attendance matters, measure a tenant separately from bookings.
• 9:23
  SPEAKER_00: If completed jobs matter, then you want to track those separately as well.
• 9:28
  SPEAKER_00: Answered calls, booked appointments, and paid work or different result include the time your staff spends correcting mistakes.
• 9:35
  SPEAKER_00: That's how I would evaluate a pilot.
• 9:37
  SPEAKER_00: Choose one narrow workflow, agree on success, and then test the normal calls alongside the messy ones.
• 9:43
  SPEAKER_00: Wrong number, unclear address, unavailable calendar.
• 9:46
  SPEAKER_00: Customer changes their mind.
• 9:48
  SPEAKER_00: Customer asks for a human.
• 9:50
  SPEAKER_00: Review the results before expanding.
• 9:52
  SPEAKER_00: You may find useful improvements.
• 9:53
  SPEAKER_00: You may find a workflow that needs more work.
• 9:56
  SPEAKER_00: Nobody should promise you revenue just because a phone got answered.
• 10:00
  SPEAKER_00: Your business deserves evidence before you build bigger expectations around it.
• 10:05
  SPEAKER_00: So when somebody sells you AI voice, ask them to walk you through the whole job.
• 10:09
  SPEAKER_00: From the caller's first experience to the verified record, the authorized next step, and the failure somebody can actually see.
• 10:16
  SPEAKER_00: Cheaper minutes can lower one cost.
• 10:19
  SPEAKER_00: What matters is whether the complete process is worth what you pay and the attention it requires.
• 10:24
  SPEAKER_00: If you want to start that conversation with me, go to hireaivoice.com.
• 10:29
  SPEAKER_00: Spell it any way you want.
• 10:30
  SPEAKER_00: HireAIVoice.com.
• 10:32
  SPEAKER_00: Bring that part of your business that keeps getting dropped.
• 10:34
  SPEAKER_00: Let's define what done should look like before we pick the voice.
• 10:38
  SPEAKER_00: I'm Connor with Honor.
• 10:39
  SPEAKER_00: We'll see you in the next one, over and out.