Automating Client Communications Without Losing the Personal Touch
The Problem
Angelone Homes builds custom luxury homes across Central New Jersey. For years, the founder used a personal phone number to handle all client communications. Every text, every call, every follow-up went through him or his small team.
The problem wasn't just volume—it was variety. The same number fielded drastically different types of inquiries:
Prospective Clients
"Is this house still available?" "What's the process like?" "How do I get started?"
Salespeople
"I sell doors/windows and want to be one of your contractors. How can I work with you?"
Real Estate Agents
"What's the status of this project?" "When will this permit be done?" "Can I resell this property?"
Past Clients
"I moved in three years ago and my water heater broke. What do I do?" (Issues often outside of warranty)
Every message demanded attention, but not all of them deserved it. Qualified leads mixed with out-of-warranty support requests. Time-sensitive project updates competed with vendor cold pitches. The signal-to-noise ratio was abysmal, and the founder's time was being consumed by conversations that shouldn't require him at all.
The Solution: Ava
We built Ava, a custom AI-powered iMessage bot that acts as the first line of communication. To clients, it still feels like texting a real number—no new apps, no account creation, no friction. But behind the scenes, Ava intelligently handles, deflects, vets, and escalates every conversation.
Ava doesn't replace the personal touch—it protects the founder's time so he can be personal where it matters.
Here's how Ava handles each type of inquiry:
Salespeople & Vendors
Ava collects their information, files it away, and responds with: "We'll review this when we have a chance." No more interruptions from cold pitches.
Real Estate Agents
Ava politely declines agents trying to resell properties and provides relevant project updates when appropriate—without bothering the founder.
New Customers
Ava vets their interest level, answers initial questions, and books meetings directly on the founder's calendar—but only with prospects who are ready to take the next steps. No more time wasted on people who are just window shopping.
Past Clients
Ava fetches warranty information automatically and determines if an issue requires the founder's attention—or if it's something she can handle (like providing contractor referrals for out-of-warranty issues).
Critically, Ava escalates when necessary. If a conversation requires a human touch or falls outside her scope, she seamlessly connects the client with the founder. The goal isn't to eliminate human interaction—it's to eliminate repetitive, low-value interactions so the founder can focus on what actually matters: building exceptional homes and serving qualified clients.
The Result
100%
of client inquiries and vetting handled by AI
"My customers said they didn't notice a difference"—which was exactly the point. Response times improved, qualification got tighter, and the founder reclaimed hours every week. All while maintaining the personal touch clients expect.
This is what happens when automation doesn't feel like automation. The business didn't just get more efficient—it got more responsive, more consistent, and more scalable, without sacrificing the personal relationships that make Angelone Homes exceptional.
Want this for your business?
We build AI systems that handle customer interactions intelligently—so you can focus on what you do best.