How Artificial Intelligence Can Help with Business Growth and Improved Service Delivery
Aire is pushing the boundaries on artificial intelligence and applications in the real estate industry. Founders Ian Campbell and Sarah Bell have created the first digital employee in Australasia specifically built for the real estate industry.
This digital employee is named Rita. Rita is just under nine months old and is growing up fast. We spoke to Rita’s Dad Ian Campbell, Co-founder and CEO of Aire about how this AI-powered automation platform can take care of the mundane tasks, so you can focus on service and growth.
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Dean: Hi everyone. Dean from Real Estate Dynamics, and today, I’ve got Ian Campbell from Aire, which is getaire.com.au… what does Aire do, and why should we care?
Ian: So Aire is … we’re a company that’s pushing the boundaries on artificial intelligence and applications in real estate.
Ian: So we’ve created what we’re calling the first digital employee in Australasia. Rita is her name, so I’m Rita’s dad.
Dean: Oh, Rita’s dad. Okay.
Ian: Yes, I’m Rita’s dad, and my co-founder, Sarah, is Rita’s mum.
Ian: And Rita is now just under nine months old. So she’s growing up so fast, she’s learning to do a lot more things. Why should you care? Look, the industry’s got an enormous amount of data, but it’s hidden away in their own systems, and they’re just not leveraging it properly. So what we’ve built is an AI-powered automation platform. It helps people use data better, to create better relationships and more opportunities. So Rita has skills, we call them skills. A skill is a capability. So one example of Rita’s capability is she can send you a list of who she thinks you should talk to today, and what she thinks you should say.
Dean: Which is pretty amazing when you think about it. But I really like the point that you made. Quite often you say, “Well, what is it that you do to help solve problems for customers?” And is some of that of what you do … like the customer doesn’t even know they’ve got a problem because they’re not utilising the data, or they don’t know what their data is?
Ian: I think every agency knows that they’ve got data that they don’t use properly. So there’s two ways … I mean, we talked about productivity the other day, and productivity is a mix of efficiency and output. So when you think about how Rita’s helping … what she does by telling you who to talk to and what to say every day, she takes away all the inefficiency, all the pre- and post-admin that goes along with an effective prospecting strategy.
Ian: So all that work …
Dean: Somebody …
Ian: And it’s not just the work, I mean that’s half the reason why people don’t do it. It’s because they’ve got to think about it.
Dean: So this is really … it’s fed to you, like here it is. And you can work from it; it’s quality.
Ian: Yeah, yeah.
Dean: Here’s who you should talk to, and the quality of it, of the people, and what you should say, so to speak.
Ian: Well, we do what we call a campaign of one, so it’s a personalised message. And it’s just a suggestion.
Ian: So if you push past the myth of AI and try and simplify it, AI is really about prediction. And so all of the tools in our tool kit is about predicting things. So those lists are predictions of people that we think, or suggestions, predictions of people who we think we should talk to today. Predictions without action are useless.
Dean: Useless, yeah, yeah. Makes sense.
Ian: And also, predictions always need judgment. So we’re not about displacing the human, what we’re about is supporting them in being more productive.
Dean: Which is a really good point. ‘Cause I want to hone in on that, because I had an example whereby we took … in separate issue to this, but talked about outsourcing. And I talked to someone that actually put on some outsourcing, and their staff were really anxious about it. “Am I going to lose my job?” When really what happened was, they went out and did all these inspections, came back in at the end of the day, and instead of having to write up all the reports, they had already emailed those as they were doing the inspections, and they were done … offshore, back, so that they could just send the reports, and do what it was and get on the phone to those Mr Landlords. So that’s … hence what you’re talking about as far as automating that side of it and getting the quality interactions of those employees.
Ian: Yeah. We call it a blended resource strategy. So when you think about … it’s never going to be just robots. And it’s never going to be just humans. It hasn’t been just humans for so long, right? If you think about the evolution of technology, it has displaced some of the roles that used to exist in the past. So the role of a bank teller now is not to just dispense cash, it’s to offer other products, to be a creative problem solver, to add customer experience. So blended resources, we see it. And we see a lot of people offshoring now, which is totally okay.
Dean: Do you compete with that? Or are you separate?
Ian: A little bit. So there’s some crossover. We call it bot-sourcing, almost. So take for example, what we call a lost opportunity service. So we break down what Rita can do into skills, and we bundle them into services. So just like you were going to hire someone, so there’s a service that we call lost opportunity alerts.
Ian: So what Rita will do, is she’ll monitor the marketplace, she’ll look at every new piece of stock that comes to market for sale or rent, cross reference everything into a database, and alert you to when you have that … somebody who either owns or lets property at that address. A lot of people are using VA’s to do that work today. So that’s an example where … obviously a robot is much more efficient at doing that. So Rita does that in real time, but that doesn’t mean that the VA can’t be used elsewhere. So perhaps the VA-
Dean: Is reassigned to something else.
Ian: Can…I don’t know … do something a bit more complex.
Ian: Or perhaps she can augment that service in whatever needs. The fact is, that most people are sending very robotic processes to offshore resources today. I think that will change. So obviously robots will take over more of that, and then the offshore resources will kind of have to evolve, in terms of their capability and their value, to augment that. And then you have the people locally that are closest to the consumer that will add the final touch.
Ian: Yeah. So this is what’s going to happen, we’re going to see a migration of resource from human to digital over time.
Dean: …there was a short video of about a minute recently on LinkedIn, and it talked about how … in that space, the robots and whatever words you want to use … they’re going to take over that percentage of it, and then the humans are going to turn around and talk about creativity, curiosity, storytelling and empathy. And those were the key things, that humans should be doing, and all the rest of it, then outsource that, whether it’s in a VA space, or whether it’s business … whichever way that is. But that’s the way it’s going to happen, and whether you get with it or not … because Tom Ferry talked about it on a number of occasions, of what should be happening, and really that you need to be embracing the change. So if you want getaire.com.au, got any questions, give Ian a call. Cheers.