How Baird & Warner Built 24/7 AI Agent Support with BrokerBot
When your agents need answers at 10 PM on Sunday, who do they call? Discover how this 170-year-old brokerage implemented 'Remy' - an AI assistant handling 14,571+ monthly queries while freeing managers to focus on coaching instead of password resets.
Solving the After-Hours Support Crisis
Real estate doesn't stop at 5 PM - but most brokerage support does. Dean Rouso, Baird & Warner's SVP of Strategic Initiatives, recognized this fundamental mismatch after 25 years as an agent and broker. "Our business is most active outside 8:30 to 5," Rouso explains in the interview. "Agents need answers when sitting in a parking lot after showing homes - not when admin staff return tomorrow."
The solution? An AI assistant named Remy that handles everything from form requests to complex roleplaying scenarios 24/7. By combining BrokerBot's technology with Baird & Warner's institutional knowledge (including documents surviving the 1871 Chicago Fire), they created what Rouso calls "a companywide assistant that delivers specific answers when needed."
Key stat: The learning department saw support tickets drop to "a handful" after launch as agents shifted to AI for common questions like "How do I change my profile photo?" - freeing staff for strategic work.
What Remy Can Do (Beyond Answering Questions)
While most AI implementations start with basic Q&A, Baird & Warner pushed further by training Remy to handle complex brokerage scenarios:
- Roleplaying: "Be the seller reluctant to reduce price" - agents practice conversations anytime
- Document digestion: Upload 80-page condo docs and ask "What's the pet weight limit?"
- Virtual staging: Email a living room photo, get AI-furnished versions in minutes
- Training reinforcement: Webinar transcripts become searchable knowledge
At 12:22 in the video, Rouso demonstrates how agents can say "Siri, call Remy" while driving to get immediate support. The system recognizes caller ID for personalized greetings ("Hi Bob!") and delivers answers via voice, text, or desktop.
The 30-Day Manager Training Process
Implementation began with a clever "try to stump Remy" challenge for managers 30 days before agent rollout. This served two purposes:
- Identified knowledge gaps for the AI team to address
- Built manager buy-in by making them co-creators
Department heads provided their top 10 most frequent interruptions ("How do I reset my password?" "Where are the commercial forms?") which became training priorities. As Rouso notes: "We didn't just dump documents - we built answers to real pain points."
Pro tip: Let managers name the AI assistant ("Remy") to increase ownership. The female voice was specifically chosen because "most successful agents are women, and the guys will respond better too."
AI Roleplaying: Practice Anytime, Anywhere
One game-changing feature is Remy's ability to roleplay difficult conversations. At 24:30 in the interview, Rouso explains how agents can:
- Describe a scenario ("Seller won't reduce price after 30 days")
- Request a script
- Ask Remy to roleplay either side ("You be the seller")
- Get rated 1-10 on their performance
This eliminates the awkwardness of practicing with colleagues while providing safe, unlimited repetition. As one agent emailed: "I just proposed to Remy - I'm getting married!"
How BrokerBot Integrates With Existing Systems
Rather than replacing existing tools, Remy acts as a unified interface:
- Knowledge base: 15+ LLMs combine with Baird & Warner's SOPs
- Training: Webinar transcripts become searchable resources
- Department bridges: Mortgage, HR, and IT answers in one place
When Remy doesn't know an answer (about 3% of queries initially), staff receive alerts to update the knowledge base. This creates a virtuous cycle - each answered question improves future responses.
The Stunning Adoption Metrics (50% in Weeks)
Most tech rollouts struggle to hit 15-20% adoption. Remy achieved:
- 50% companywide adoption in weeks
- 68-69% in top offices
- 14,571 unique messages monthly
Rouso attributes this to solving real pain: "Agents don't adopt technology - they adopt solutions." The 24/7 availability proved especially valuable, with 37% of queries coming after hours.
Virtual Staging & Document Summarization
Two unexpected wins emerged post-launch:
- Virtual staging: Agents upload empty room photos, get furnished versions in minutes
- Doc summarization: 80-page condo declarations distilled to key bullet points
As Rouso notes at 38:15: "One agent's jaw hit the floor when she saw how good the virtual staging was." These features weren't in the initial plan but became major value-adds.
Watch the Full Tutorial
See Dean Rouso demonstrate Remy's capabilities live at 24:30 in the video, including the roleplaying feature agents love most.
Frequently Asked Questions
Common questions about AI assistants for brokerages
Remy handles everything from SOP queries ("Where are the commercial forms?") to role-playing price reduction conversations with sellers. She can summarize 80-page condo docs, reset passwords, explain marketing tools, and even virtually stage listing photos.
The system was trained on Baird & Warner's complete knowledge base including webinar transcripts, HR policies, and even historical documents surviving the 1871 Chicago Fire. This creates a comprehensive resource accessible 24/7.
- 14,571 unique messages handled monthly
- 37% of queries occur outside normal business hours
- 3% unknown rate (continuously improving)
By handling routine 24/7 queries, Remy reduces interruptions for managers while improving agent response times. University of California studies show each interruption costs 17+ minutes of productivity as staff refocus.
The learning department saw ticket volume drop to "a handful" as agents shifted to AI support. This freed trainers to develop new programs rather than answer repetitive questions about existing tools.
- 68-69% adoption in top offices
- 50% companywide adoption in weeks
- 3-4x normal tech rollout rates
Baird & Warner solved legacy knowledge transfer through a phased approach. Managers spent 30 days "trying to stump Remy" pre-launch, identifying gaps in the AI's knowledge that needed human reinforcement.
Department-specific top 10 questions were prioritized to build initial training. Historical documents were scanned or converted to PDFs, while webinar transcripts were automatically ingested to create searchable knowledge.
- 30-day manager training period
- Department-specific priority lists
- PDF conversion for legacy documents
Agents save an easy-to-remember 800 number (ending with 1855 for brand consistency) in their contacts. While driving or with clients, they can say "Hey Siri, call Remy" for hands-free access.
The system recognizes caller ID to personalize greetings ("Hi Bob!") and can deliver answers via voice, text, or desktop. This multi-channel approach was crucial for adoption across different agent workflows.
- Voice, text and desktop access
- Caller ID recognition
- 1855-themed number for recall
BrokerBot combines 15 different large language models with voice, text and desktop access - a rare trifecta in AI solutions. The system was customized with a female voice by request to improve agent engagement.
Unknown questions are logged for human review within hours, creating a continuous improvement cycle. This hybrid approach maintains accuracy while expanding knowledge over time.
- 15 LLM integration
- Voice customization
- Human-in-the-loop training
Agents describe scenarios like "Seller won't reduce price after 30 days" and request scripts. Remy can then roleplay either side of the conversation ("You be the seller") with realistic responses.
After each practice session, the AI rates performance 1-10 and offers suggestions. This enables safe, private repetition of difficult conversations anytime - especially valuable before important client meetings.
- Switch roles on demand
- 1-10 performance ratings
- Private practice anytime
The implementation drove unprecedented adoption rates with 50% companywide usage in weeks (3-4x normal tech rollout rates). Offices saw 68-69% adoption among agents.
Operationally, the system handles 14,571+ unique monthly messages with 37% occurring after hours. Departments like marketing saw support tickets drop to "a handful" as agents shifted to AI for common questions.
- 14,571 monthly messages
- 37% after-hours usage
- 68-69% top office adoption
GrowwStacks helps businesses implement automation workflows, AI integrations, and scalable systems tailored to their operations. Our team combines technical expertise with deep understanding of brokerage workflows.
Whether you need a custom AI assistant, workflow automation, or full system integration, we design solutions that deliver measurable results like Baird & Warner's 50% adoption rates.
- Custom AI assistant development
- Brokerage workflow automation
- Free 30-minute consultation
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