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Elite Agent - - SALES -

Where the agent re­mains at the cen­tre of the trans­ac­tion and tech­nol­ogy en­ables ef­fi­ciency, speed and dif­fer­en­ti­at­ing cus­tomer ex­pe­ri­ence. We be­lieve strongly that this is where our in­dus­try is headed.

To­day's way of life is nearly un­recog­nis­able com­pared to 10, or even five, years ago; so it's lu­di­crous to think that ad­vance­ments in tech won't con­tinue to pro­vide tools that en­able us in new ways. Let's talk about what they may be:

AI (Ar­ti­fi­cial In­tel­li­gence) and ML (Ma­chine Learn­ing) will def­i­nitely play roles in all as­pects of our trans­ac­tions, from han­dling en­quiries to in­te­grated work­flows. These are ar­eas that we are hugely in­ter­ested in and work­ing on at present

To­tal pa­per­less trans­ac­tions are ab­so­lutely in­evitable

Pre­dic­tive anal­y­sis – the abil­ity to iden­tify the cus­tomer based on their be­hav­iour, pro­vid­ing ser­vices they need be­fore they ac­tu­ally call for them.

One of the other chal­lenges we face is in de­liv­ery of con­tent to the con­sumer. Mar­ket anal­y­sis, re­cent sales and all mar­ket re­view doc­u­ments that our in­dus­try pro­vides are now hy­giene to home­own­ers in Aus­tralia, and avail­able to them in many var­ied sources. De­liv­ery of per­son­alised, rel­e­vant con­tent to the con­sumer is go­ing to be one of the on­go­ing chal­lenges.

I've now seen sys­tems that de­liver per­son­alised con­tent based upon the con­sumer's re­cent be­hav­iour (AI & ML). I've seen CRM sys­tems that in­tu­itively de­liv­ered in­for­ma­tion to the con­sumer, pre­cisely at the right time, based upon their open­ing and read­ing be­hav­iours. There are sys­tems that use gam­i­fi­ca­tion to en­gage the agents in be­hav­iour which un­der­pin and sup­ports tasks that have to be done on a daily ba­sis, in­creas­ing the agents' ac­tiv­ity by nearly 30 per cent. I've also seen holo­grams of rooms in homes which en­abled the con­sumer to view prop­er­ties in the lux­ury of their home.

These are ex­cit­ing times for our in­dus­try, and I per­son­ally can't wait to see the level of cus­tomer ex­pe­ri­ence we can de­liver as we fur­ther em­brace tech­nol­ogy. Those agents who are more com­pat­i­ble with it will just hap­pen to be at the cen­tre of more trans­ac­tions.

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