Every call went through one front desk. Now an AI receptionist answers first.

Who is Cortes Management Group?

A family-operated real estate agency in Cockburn Central. It looks after residential, commercial and strata property, and sells property across Perth.

What problem were they solving?

Every call landed on one front desk, and the answers callers needed sat in separate property systems. Owners asking about rent, tenants reporting maintenance and buyers asking about a listing all started in the same place.

That is common for a growing agency. Each team runs on its own software, so a simple question means someone has to look it up, find the right person and pass the call on. The leadership team wanted fewer calls bouncing around the office and more time handed back to their property managers.

What did we do?

We trained the leadership team first, then built the AI receptionist with them, one tested stage at a time.

• Training. We set the leadership team up with Claude, connected it to their email, and worked through where AI fits each part of the agency.
• The phone line. We mapped the call flow and set up a new number that answers first, hands the caller to the voice agent and passes anyone who needs a person to the existing office phones, with the agency's own greeting kept in place.
• The receptionist. We built a voice agent that works out what the caller needs, checks the property system for the details and routes the call to the right team with a short email summary.
• Testing. A first version went into testing, so it could be checked on real calls before anything was made permanent.

What has it achieved?

The agency now has an AI receptionist in testing that answers and sorts calls, and a clear plan for rolling it out in stages.

When a call needs a person, the property manager already knows who is calling and why before they pick up. The next stages connect more of the live property data and add reminder calls to tenants, such as upcoming inspections and maintenance updates, with anything sensitive always going to a person.

The order matters. A voice agent speaks for your brand, so it is proven on the phone side first and each stage is tested before the next one depends on it.

AI for property management businesses in Australia

Property managers are a strong fit for AI because so much of the day is the same questions, the same updates and the same lookups across different systems.

Where agencies usually start

The common first wins are answering and routing calls, drafting replies to routine emails, chasing maintenance updates, preparing owner reports and sending reminders about rent, inspections and lease renewals. Most agencies pick one of these, prove it, then move to the next.

Tenant and owner data

Tenancy records are personal information, so the Australian Privacy Principles apply. In plain terms: know what data the AI can see, keep it to what the job needs, use tools that do not train on your data, and tell people when they are speaking with an AI. Calls about hardship, disputes or anything sensitive should always go to a licensed person.

Connecting your existing software

The value comes from connecting AI to the systems you already use, like your property management software, email and phones, so nobody has to download a report and paste it somewhere else. Start with read only lookups, check the results, and only then let it take actions.

We cover this in more detail in AI for real estate, and voice agents in chat and voice. If you want your leaders trained first, start with our AI training.