The challenge
Pacaso wanted to ensure that their customers receive immediate assistance when inquiring about routine access or urgent emergencies – whenever they need it – regardless of office hours. Their customers demand high quality support and Pacaso wondered if AI could deliver the exceptional standards of service their customers demand
The solution
Qurrent’s OS orchestrates a system of digital agents that delivers chat support and handles emergency inquiries in real time, all the time. The solution is fully integrated with Pacaso’s backend systems, including Salesforce and Dialpad, allowing for the autonomous creation of support and maintenance cases. The digital agents work with the owner to troubleshoot their issues and offer solutions. Additionally, Qurrent’s solution includes a smart escalation protocol which determines if a situation requires human intervention and automatically escalates the issue to a human agent.
The result
Pacaso’s service is considered among the best in the industry. Customer access requests are resolved by Qurrent digital agents faster than humanly possible, regadless of when the inquiry is made. We’re happy to report that Pacaso is not only scoring high in customer satisfaction, the Qurrent digital teams have also lowered operationals costs.
About
Pacaso is a technology-enabled marketplace that modernizes real estate co-ownership to make owning a second home possible and enjoyable for more people. Pacaso curates luxury listings with premium amenities and high-end contemporary interior design, offers ⅛ to ½ ownership with integrated financing, and, after purchase, professionally manages the home and supports seamless resale. Co-founded by Austin Allison and Spencer Rascoff in 2020, Pacaso operates in 40 top vacation destinations around the world. Pacaso has been certified as a Great Place to Work and is recognized as one of Glassdoor’s 2022 Best Places to Work.
