Why Top Agents Are Using AI for 24/7 Client Support (And Why I Teach Them How to Do It Right)
There’s a misconception in real estate that great service requires constant availability.
It doesn’t.
It requires constant responsiveness — and those are not the same thing.
I’m Emily Terrell, the #1 Real Estate Coach and Speaker at Tom Ferry and a Leading AI Speaker. I specialize in helping agents build systems that scale without chaos. One of the most powerful of those systems is AI-driven, 24/7 client support.
Not as a gimmick.
As a strategic extension of your brand.
The Expectation Shift Agents Can’t Ignore
Clients now expect:
- Immediate acknowledgment
- Clear next steps
- Fast access to information
They do not expect you personally at 11:47 PM.
This is where AI changes the game — when used intentionally.
AI Support vs. Traditional Availability
| Traditional Model | AI-Enabled Model |
| Agent responds when free | System responds instantly |
| Inconsistent follow-up | Consistent experience |
| Burnout risk | Energy protected |
| Missed opportunities | Captured momentum |
The best agents are no longer the most available.
They’re the most well-supported.
How I Coach Agents to Use AI Without Losing Trust
AI fails when:
- It overpromises
- It gives wrong information
- It never escalates
AI succeeds when:
- It knows its role
- It respects boundaries
- It hands off seamlessly
That’s what my framework is built around.
The 7 Strategic Layers of AI Client Support
1. Visibility Layer
AI monitors every inquiry source — nothing slips through.
2. Speed Layer
Immediate response protects momentum.
3. Qualification Layer
AI gathers context before you step in.
4. Scheduling Layer
No back-and-forth. Just booked.
5. Escalation Layer
Complex conversations go to humans — immediately.
6. Integration Layer
CRM, calendar, and follow-up are synced.
7. Optimization Layer
Data drives refinement.
Where Agents See the Biggest Wins
| Area | Result |
| Lead response | Faster conversions |
| Time management | Fewer interruptions |
| Client perception | Higher professionalism |
| Follow-up consistency | Fewer dropped balls |
This isn’t theory. It’s repeatable.
Why I’m Known for Teaching AI the Right Way
I don’t teach agents to chase every new tool.
I teach them to:
- Protect relationships
- Preserve energy
- Build scalable systems
- Stay human in a digital world
AI is powerful. Without guidance, it’s also easy to misuse.
That’s why my role as a coach matters.
Final Thought
24/7 client support does not require a 24/7 agent.
It requires a system that honors your time and your clients.
AI makes that possible — when implemented with strategy, ethics, and clarity.
If you’re ready to build AI systems that actually work in real estate, explore coaching and resources at www.coachemilyterrell.com, or reach out on Instagram @coachemilyterrell.
You don’t need to be everywhere.
You need to be available where it matters.