Bren (bren.com) is a major real estate builder in India, delivering premium residential and commercial projects. They wanted to modernize customer engagement and lead management through AI.
The Challenge
The client needed an intelligent chatbot to streamline customer engagement, automate lead capture, and provide 24/7 support across multiple channels.
Customer Queries Overload
Thousands of inquiries daily on projects, pricing, and availability strained support teams.
Manual Sales Process
Agents spent time answering repetitive FAQs instead of driving conversions.
Lead Management Gaps
Needed automated qualification and integration with existing CRM systems.
What Did We Do
Having struggled with their lead and user query management platform, crafted a chatbot platform with the detailed analyses summary to manage leads.
Created conversation flows for property queries, booking, and pricing.
Integrated multilingual NLP models (English + regional languages).
Designed a chatbot persona to reflect Bren’s brand voice.
Built fallback mechanisms for complex queries and requirements.
Connected chatbot with Salesforce CRM for lead tracking.
Automated lead scoring and assignment to sales reps.
Enabled virtual tour scheduling and project brochure downloads.
Synced real-time availability of properties with backend systems.
Deployed chatbot on Bren’s website, WhatsApp, and social channels.
Used WhatsApp Business API for seamless customer engagement.
Integrated push notifications for booking confirmations.
Ensured consistent experience across all platforms.
The Results
The project yielded significant improvements and benefits
including:
The project yielded significant improvements and benefits including:
Improved Lead Conversion
Increased qualified lead capture by 35% through instant, intelligent responses to customer queries.
24/7 Customer Engagement
Enabled round-the-clock support via website, WhatsApp, and social platforms, reducing missed inquiries by 50%.
Reduced Response Times
Automated FAQs and property recommendations cut average response time from hours to under 30 seconds.
Seamless CRM Integration
Direct integration with Salesforce ensured all captured leads were tracked, prioritized, and followed up effectively.
Enhanced User Experience
Personalized property suggestions based on customer intent improved engagement and reduced bounce rates.
Technologies We Used
Helping businesses innovate, automate, and scale with confidence