Healthcare
123 Dentiste
A Quebec dental network deflects a third of its call centre volume with an AI front desk.
32.5%
Call-centre volume deflected
1,600
Calls triaged per week
Real estateProperty managementON & QC, Canada
Golden Equity
A property management company runs its entire phone front-desk through AI.
Devpro built a virtual front-desk agent for Golden Equity, a property management company operating across Ontario and Quebec. The agent replaced the receptionist function entirely, handling leasing inquiries, operational calls, and administrative routing for roughly 67 inbound calls per day.
Engagement4 weeks · signed Feb 17 · live Mar 18
RegionON & QC, Canada
ScopeFull front-desk call handling
StatusLive in production
Volume~67 calls / day
PortfolioResidential & commercial properties
RoutingLeasing · Operations · Accounts
Prior handlingIn-house receptionist
67
Calls handled daily by AI
3
Routing destinations
0
Calls lost to receptionist capacity
01The challenge
Sixty-seven calls a day through a single receptionist.
Golden Equity's inbound call volume had grown past what a single front-desk contact could reliably manage. Calls arrived across leasing, operations, and accounts, each requiring a different contact, and the receptionist had no way to handle peak volume, after-hours calls, or the routing complexity that came with a multi-building portfolio.
- Routing required building context. Leasing inquiries couldn't be forwarded to the corporate agency without first identifying which property the caller was asking about. That qualification step required a person.
- Operations calls needed the right specialist. Sending a maintenance call to the wrong building manager or a general line created delays and callbacks. Callers expected to reach the right person on the first try.
- Admin calls were drowning the front desk. Accounts payable and receivable calls were mixed in with leasing and operational volume, leaving the receptionist unable to prioritise or triage effectively.
02The approach
A virtual agent that qualifies, routes, and never misses a call.
We designed the agent around Golden Equity's actual call taxonomy, mapping the three distinct caller intents and the routing logic behind each before writing a single conversation flow.
01Wk 1 · Feb 17
Discovery
- Call type audit
- Routing destination map
- Qualifier extraction
02Wks 2–3 · Feb 24
Build
- Leasing intent flow
- Operations routing flow
- Accounts routing flow
03Wk 4 · Mar 10
Testing
- Routing path validation
- Edge case testing
- Transfer accuracy review
04Mar 18, 2026
Go-live
- Production cutover
- Live monitoring
- Post-launch adjustments
03The solution
One agent. Every call. The right contact every time.
The virtual agent greets every caller, identifies the purpose of the call, asks the qualifying questions specific to each intent, and routes to the appropriate contact without involving the receptionist.
Intent classification
The agent identifies on the first exchange whether the caller has a leasing inquiry, an operational issue, or an administrative matter, and routes the conversation accordingly without requiring menu navigation.
Building identification for leasing
Leasing callers are asked which property they are inquiring about before the transfer. The corporate leasing agency receives the call with the building context already established.
Operations specialist routing
Operational issues are triaged by type and routed to the appropriate building manager or operations specialist, eliminating the callback loop that came from generic forwarding.
Accounts routing
Accounts payable and receivable callers are identified and routed to the correct contact without going through the front desk, freeing the receptionist from a category of call they couldn't resolve.
24/7 call coverage
Calls outside business hours are handled by the agent, with routing to voicemail or scheduled callbacks depending on the call type, ensuring no inquiry is lost to after-hours cutoff.
04Results
Sixty-seven calls a day handled without a receptionist.
Measured since deployment, against the prior state where all inbound volume passed through a single in-house contact.
01
67
Calls handled by AI daily
Full front-desk volume without receptionist involvement
02
3
Routing destinations served
Leasing agency, operations specialist, accounts
03
24/7
Call coverage
After-hours calls handled and logged automatically
04
0
Calls lost to peak overflow
No missed calls due to single-contact capacity
Measurement window·Post-launch steady state
Baseline·Single in-house receptionist handling all inbound volume
Sample·~67 calls / day average
