When the Public Comes Calling: Human vs AI in Estate Agency Call Answering

Estate agency is, at its heart, a people business. Sellers instruct you because they trust you. Buyers choose because they feel reassured by you. That is why we repeat the mantra: people buy people.

And yet… what happens when those people pick up the phone and no one answers?

The industry’s dirty little secret is that it happens far too often. More than half of all calls to agents still go unanswered. Research shows up to 85% of those callers will not try again. Which means that the instruction you never knew about may already be walking down the high street to your competitor.

It is not that agents do not care, far from it. The problem is one of capacity. No negotiator can handle a portal lead, a WhatsApp enquiry, and a ringing phone all at the same time. No valuer can pick up the office line while convincing a homeowner in the lounge to sign their agency agreement.

So how do you bridge the gap? Right now, three distinct approaches are emerging.

Approach One: The Always-On AI

AI receptionists are the new challengers in this space. They do not take lunch breaks, never call in sick, and are happy to work 24/7. The promise is simple: every single call gets answered, instantly.

Recent advances have made these systems sound more natural, quicker to respond, and better at understanding complex names and addresses. For a busy agency, that can mean no more voicemails, no more missed valuation requests at 8pm, and no more buyers lost because the line was engaged.

Of course, it is not perfect. AI still lacks warmth. It cannot read tone, urgency, or that subtle hesitancy in a vendor’s voice that tells you they need reassurance. Some callers will notice. But when the alternative is silence, many agencies are finding that “good enough, instantly” often beats “perfect, never.”

Approach Two: The Automated Call-Back

Another school of thought says the real issue is not unanswered phones, it is unanswered enquiries. In other words, the danger is not the first missed call, it is the lack of disciplined follow-up.

That is where automation comes in. These systems spring into action the moment an enquiry drops in, converting a cold email into a live phone call to the branch. If the lead does not answer? No problem. The system tries again a few minutes later, then follows up with a friendly text, inviting the applicant to suggest a better time.

It is not about pretending to be your receptionist. It is about creating multiple chances to connect while the lead is still hot. And in a market where speed of response often dictates who wins the instruction, those second and third attempts can make the difference between winning and losing.

Approach Three: The Human Reception Service

And then there is the oldest, and still most trusted, approach: real human beings answering the phone. Outsourced reception teams have been around for decades, and for good reason. A skilled human can do something AI still struggles with: build trust from the very first “hello.”

The model is flexible. Some agents use human receptionists to cover lunch breaks and overflow, others for evenings and weekends, and some as a permanent extension of their office team. To the caller, it feels as if they have reached the front desk of your branch, and the illusion is often complete.

Even here, technology is changing the game. Some providers now offer a hybrid model: humans for high-value, complex calls, with AI stepping in to handle volume or repetitive enquiries. It is not either/or, it is both/and.

The Bigger Picture

So which is best? That depends on the type of agency you run.

• High-volume lettings outfit with phones ringing off the hook? AI coverage might stop the bleeding.

• Portal-heavy business drowning in unreturned leads? Automation will give you more bites at the cherry.

• Premium brand built on service and reputation? Human reception ensures the warmth and professionalism your clients expect.

But the real future probably lies in blending all three. AI ensures you are always available. Automation makes sure no lead is wasted. Humans build the trust that technology cannot yet replicate.

One thing is certain: silence is no longer an option. Every missed call is a missed opportunity, and your competitors are only too happy to pick up the ones you have dropped.

Want to find the call answering solution that is right for your agency? Get in touch with our team of experts and we will point you towards the suppliers who are best at delivering what you need. Book A Call With An Expert