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Case Study · Real Estate

Multi-channel lead routing in seconds, across regional languages.

How a GCC real estate operation rebuilt its multi-channel lead intake with automated routing across regional languages.

The Situation

The firm was running paid acquisition across multiple channels, generating high-volume inbound interest from prospects writing in different regional languages. Each lead had to be triaged, language-matched to the right agent, and followed up on quickly. Manual coordination was capping how much volume the team could handle effectively, and lead quality was inconsistent across the pipeline.

What It Was Costing

The hidden cost of staying manual.

The friction at the top of the funnel was capping growth. Every additional lead added coordination overhead. Some leads waited too long for first contact. Some agents were overloaded while others sat idle. Leadership had no clear view of conversion across channels or languages.

What We Built

The infrastructure deployed.

We built an automated intake layer that captures leads from every configured channel the moment they come in. The system detects the language of the inquiry, matches it to an available agent who handles that language, balances load across the team, and assigns within seconds. Every assignment is tracked. Every conversation is logged. Manual triage is eliminated.

leads.driven.os/intake/instagram
Live, bilingual
Inbound, Instagram DM
  • AR+0s
    كم سعر الشقة في المشروع الجديد؟
  • EN+0s
    Hi, interested in the 2BR unit on your latest listing.
  • AR+1s
    متى موعد المعاينة؟
  • EN+1s
    Can I schedule a viewing this weekend?
Language detection
Each message classified, routed by language match, then balanced by agent load.
Confidence99.4%
Detection time0.2s
Mixed languageHandled
Agent pool, auto-assigned
load balanced
  • N
    Agent N.
    AREN
    Queue
    2
  • K
    Agent K.
    AR
    Queue
    3
  • S
    Agent S.
    EN
    Queue
    1
  • F
    Agent F.
    AREN
    Queue
    4
Seconds
Lead to assigned agent
100%
Capture across both languages
0
Manual triage required
The Outcome

Where the numbers landed.

Seconds
From lead to assigned agent
Zero
Manual triage required during peak volume
100%
Lead capture across all configured languages
Beyond the Metrics

What changed in the day-to-day.

The firm scaled inbound volume without adding ops headcount. Agents stopped fighting over leads and started working them. Leadership got a clean view of pipeline performance for the first time.

Different industry, different operations, same kind of fix.

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