A leading real estate photography service provider, offering a range of services including photography, floor plans, virtual staging, tours, and video tours across a major metropolitan area, faced challenges in managing customer inquiries. These ranged from simple FAQs to complex quote requests and appointment scheduling, necessitating multi-turn conversations. The goal was to automate responses in a way that mirrored the team's authentic communication style, formatted appropriately for various channels (SMS, WhatsApp, Email), and capable of handling both simple and complex interactions.

Challenges

• Multi-Model Response Quality: The existing system utilized three competing response models but failed to consistently meet expectations for many customer inquiries.
• Intelligent Conversation Flow Management: The system needed to manage simple FAQs and complex multi-turn conversations for quotes and scheduling, requiring sophisticated conversation state management.
• Channel-Specific Formatting: Responses needed to be tailored to the communication channel while maintaining message consistency.
• Integration with Make.com: The system required seamless integration with Make.com for production deployment, necessitating the creation of webhook endpoints and standardized input/output formats.

Solution and Implementation

Given Anablock's expertise in AI-driven solutions, the project involved several key development phases:

• Optimization of Smart Response Algorithm: The similarity scoring algorithm was refined to improve accuracy in matching queries against the historical conversation database, incorporating advanced semantic matching techniques.
• Enhancement of RAG Retrieval and Few-Shot Example Selection: The retrieval-augmented generation process was optimized to select more relevant historical conversations, improving the quality of generated responses by Claude Sonnet 4.5 and GPT-5 models.
• Fine-Tuning of AI Models: Claude/GPT models were fine-tuned with improved prompting strategies to better mimic the company's conversational style and achieve higher accuracy in responses.
• Intelligent Conversation State Management: A sophisticated system was developed to manage conversation states across multiple messages, intelligently determining what information was still needed and guiding customers through the quote/booking process naturally.
• Channel-Aware Formatting: The system was designed to adjust response formatting based on the communication channel, ensuring consistency in core message content across SMS, WhatsApp, and Email.
• Webhook Infrastructure for Make.com Integration: Webhook endpoints were built to facilitate seamless integration with Make.com, allowing for real-time response generation and system updates.
• Sequential Question Asking and Data Extraction Logic: Logic was implemented to ask one clear question at a time, extract relevant data from customer responses, and integrate this information with a rules-based pricing and availability system.

Outcome

The enhanced AI-driven customer interaction system significantly improved the quality of automated responses, closely mirroring the team's authentic communication style and effectively managing both simple and complex customer inquiries. The system's intelligent conversation flow management and channel-specific formatting increased customer satisfaction and streamlined the quote and booking processes. The successful integration with Make.com enabled the real estate photography service provider to deploy the optimized system for production use, enhancing operational efficiency and lead conversion.

Conclusion

This project showcases Anablock's capability to deliver sophisticated AI-driven solutions tailored to specific business needs. By leveraging advanced AI technologies and custom development strategies, Anablock was able to address complex challenges in customer interaction and automation, demonstrating the potential of AI to transform business operations and enhance customer engagement. The successful implementation of this project provides a blueprint for similar businesses looking to optimize their customer interaction systems, highlighting the importance of intelligent conversation management, channel-aware formatting, and seamless system integration.