The Builders Manor

Voice Inbound AI Receptionist

Designing a Voice AI Agent to Qualify Real Estate Leads & Book Appointments

Role: Senior Product Designer
Project: AI Voice Agent for Inbound Calls
Client: The Builders Manor - Residential & Commercial Renovation Experts

The Builders Manor, a fast-growing renovation company, was facing increasing volume in inbound calls for service inquiries, estimates, and project bookings. Their human receptionists were overwhelmed, leading to missed calls, delayed follow-ups, and lost revenue opportunities.

The leadership team needed an intelligent, reliable solution to:

Handle 100% of inbound calls 24/7

Qualify leads and book appointments in real-time

Maintain a professional, brand-aligned tone across all customer interactions

Solution

As the Senior Product Designer, I led the end-to-end design and development of an AI voice receptionist for The Builders Manor. The AI agent was built to sound natural, respond dynamically, and perform key receptionist functions, all while integrating with the team’s internal booking system.

Discovery & Research

Discovery & Research:
Interviewed the admin team, site managers, and customer service reps to map high-frequency call scenarios (quote requests, emergency repairs, renovation consultations).

Conversation Design:
Crafted modular scripts with dynamic branching logic, covering:

Appointment booking (flooring, painting, kitchen/bath remodels)

Emergency service triage (plumbing, HVAC, electrical)

Follow-up qualification questions (property type, scope, budget)

Voice Persona & UX:
Designed the AI’s tone to be warm, professional, and efficient. Added verbal empathy cues (e.g., “I’m sorry to hear that” for emergency calls) and injected light personalization based on caller history.

Tech Stack Collaboration:
Using Retell AI + GHL to connect the AI to:

The live team calendar

The company’s CRM

SMS/email confirmations for booked appointments

Testing & Optimization:
Ran A/B tests on call flows, optimized fallback handling, and tracked metrics like call completion rate, booking conversion, and average handling time.

Results

After full deployment, The Builders Manor saw immediate impact:

KPI (Before AI After AI)

Missed Calls: 28% to 0%

Appointment Bookings from Inbound Calls: +12% to +68%

Average Response Time: ~5 mins to Instant

Reception Staffing Costs: High to 40% Reduced

The AI receptionist now handles over 150+ inbound calls per week, qualifying leads and seamlessly scheduling jobs with zero human intervention, while freeing the team to focus on operations and on-site work.

Reflections

This project was a perfect convergence of UX design, conversational AI, and real-world problem solving. By deeply understanding both user needs and internal team bottlenecks, we delivered a solution that truly elevated the customer experience and operational efficiency.

Testimonials

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“Working with Rabeea was exceptional—her data-driven strategies and clear guidance helped me hit my KPIs with measurable results. Her proactive communication and attention to detail ensured every milestones ran smoothly. I look forward to our continued success together.”

Bahir Vivekanand, Managing Director, Delmorgan & Co

“Rabeea’s passion and rigor drove our team past “good enough,” her research-backed designs won unanimous buy-in, and she confidently held her own with senior leaders—her attention to detail made her indispensable, and she’ll undoubtedly continue to excel.”

Andrew Kelly, Director, Morneau Shepell

“Working with Rabeea and her team at The Blue Creative has been an exceptional experience. Rabeea consulted on our branding and logo design, and we love the end product. I recommend The Blue Creative to anyone looking for a design and product development consultant.”

Bofa Udisi, Founder of Ecotapp

“The Blue Creative agency and Rabeea in particular helped us to redesign the app from scratch to eliminate bottle necks in our user flow! They offer solutions based on the best market practices. Very flexible and client oriented approach. Highly recommended! I appreciate the job done for our company!”

Nairi Akopian, Founder of Keep Pet

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