Voice AI · Inbound

Inbound Enquiries Handled by AI

Every leasing enquiry, mall question, facilities request and reservation is answered instantly, in the caller's language, with live availability and tenant data behind it.

21 calls in progress

Answered in <1s

99.1%

+0.4pt

AI containment

91%

+6pt

No human needed

Avg handle time

2m 14s

-38s

CSAT

4.7 / 5

+0.2

Queues

Live routing across the portfolio

Queue	Waiting	AI handled	Answer	CSAT
Leasing enquiries	3	94%	0.8s	4.6
Mall concierge	11	97%	0.6s	4.8
Tenant facilities	5	86%	1.1s	4.4
Lodging reservations	2	91%	0.9s	4.7
Data centre NOC	0	62%	0.5s	4.5

Escalation rules

When a human takes over

Rent dispute or legal language detected
Deal value above S$2M annual rent
Caller asks for a person twice
Sentiment drops below 35 for 20 seconds
Safety, security or fire-related report

Top intents

Volume and containment (30 days)

Live transcript

Inbound leasing call · Finzo Capital

00:41

AI · 00:02

Good afternoon, CapitaLand leasing — how can I help?

Caller · 00:07

I need about 15,000 square feet in Singapore for a fintech team.

AI · 00:11

Understood. Are you looking at the CBD, and what is your target move-in month?

Caller · 00:18

CBD ideally, and we'd move in by June.

AI · 00:24

I have three fits: CapitaSpring L21 at 15,400 sq ft, Raffles City L14 at 14,800, and Asia Square-facing space at 16,200. Shall I send floor plans and hold a viewing on Thursday at 3pm?

Retrieved live availability

Caller · 00:38

Yes, Thursday works. Send the plans.

AI · 00:41

Booked. Floor plans and the indicative proposal are on their way by WhatsApp and email.

CRM updated · Proposal generated

Enquiry intelligence

Eight-week operating trend · demonstrative data

Live model

Conversations

802

Resolved

93%

Human handoff

12%

Autonomy trajectory

Resolved versus human handoff