How NVM Service Office achieved 95% autonomous call completion for realtors.
The Netherlands' largest real estate association's service office deployed Stellar's voice AI to handle outside office hours phone services for realtors, achieving near-perfect intent detection and autonomous resolution.
At a glance
NVM Service Office, part of the Netherlands' largest real estate association, deployed Stellar's voice AI agent to provide outside office hours phone services for realtors:
- 97% correct intent detection ensures callers are understood and routed accurately on the first interaction
- 95% of all calls are completed fully autonomously by Stellar's AI agent, without requiring any human intervention
About NVM Service Office
NVM (Nederlandse Vereniging van Makelaars) is the Netherlands' largest association for real estate professionals. NVM Service Office provides support services to thousands of realtors across the country, helping them manage client inquiries, property-related questions, and administrative tasks.
With realtors often unavailable outside regular business hours, NVM Service Office needed a reliable way to handle after-hours calls without missing potential clients or urgent property inquiries.
The challenge
Realtors receive calls throughout the day and evening, including outside regular business hours. Missing these calls means missing potential clients and business opportunities. NVM Service Office needed a solution that could handle the variety of caller intents — from scheduling viewings to general property inquiries — reliably and autonomously, without requiring human agents to be on standby during off-hours.
The solution needed to understand caller intent with high accuracy across different types of real estate inquiries and handle the majority of calls end-to-end without human intervention.
The solution
NVM Service Office deployed Stellar's voice AI agent to handle outside office hours phone services for realtors. The agent understands the caller's intent, provides relevant information, takes messages, and handles routine inquiries autonomously.
When a call requires human follow-up, the agent captures all relevant details and ensures the realtor has full context when they return to the office. This means no missed opportunities and no lost information.
The results
The results demonstrate both the accuracy and autonomy of Stellar's voice AI in a real estate context. With 97% correct intent detection, callers are understood and handled appropriately from the very first interaction — whether they're asking about a property listing, scheduling a viewing, or requesting a callback.
95% of all calls are completed fully autonomously, meaning the vast majority of after-hours inquiries are resolved without any human intervention. Realtors start their mornings with clear, structured summaries of overnight calls instead of voicemails to sift through.
