Challenge: Pacaso, the real estate marketplace for luxury second homes, struggled to maintain its 24/7 homeowner support without either a large round-the-clock team or a traditional BPO that risked inconsistent quality.
Solution: Oscar Concierge, a managed digital workforce from Qurrent, answers homeowner questions and routine requests around the clock, resolves most without a person, and escalates the rest to a human with full context.
Results
78% of support contacts handled without a live agent
29% of queries resolved fully autonomously
92% escalation-path accuracy across 200+ chats requiring it
4.2-second average response time
The challenge
For Pacaso's high-net-worth owners, white-glove service is the brand. Owners expect immediate help at any hour, from a routine question about home access to an urgent property issue.
Holding that standard 24/7 across a growing portfolio is expensive: a support team large enough to cover every hour, or a traditional BPO that adds people as volume grows and risks service that drifts from the Pacaso brand. Pacaso wanted to scale support to every home without either trade-off.
The solution
Oscar Concierge
Pacaso deployed Oscar Concierge, a managed digital workforce from Qurrent, to answer homeowner questions and handle routine requests at any hour. It works directly with the owner on issues such as home access, maintenance requests, and smart-stay rules, drawing on home manuals and Pacaso's own processes.
When a situation needs human judgment, Oscar Concierge routes it to a support agent with a summary of the conversation, so the handoff carries context rather than starting over.
Qurrent designed, built, and runs the workforce, from setup through monitoring and improvement, with little added effort needed from Pacaso's team. Across the engagement Qurrent iterated on multiple versions of Oscar Concierge to improve speed and reliability, including real-time issue alerts in Slack and an asynchronous path that routes non-urgent issues to keep escalations down. It was built to let Pacaso support 5 to 10 times more homes with the same team, and went live across all Pacaso homes on September 2025.
The result
Oscar Concierge handles 78% of homeowner support contacts without a live agent and resolves 29% of queries fully on its own, answering in about 4.2 seconds on average.
When it does escalate, it chooses the right path 92% of the time across 237 chats it flagged. This means owners reach the right person quickly and support staff spend their time on the cases that need them. Pacaso runs this with full visibility into every action and decision the workforce takes, which supports both oversight and a clearer view of where owners need the most help.
The outcome is consistent, around-the-clock owner support that scales with the portfolio rather than with headcount, delivered and managed by Qurrent rather than built and staffed in-house.
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.
