The work: website and guided enquiries
We rebuilt Emoney’s website and added an AI assistant to guide visitors through a home loan enquiry. The assistant asks about their needs and keeps track of what they have already shared.
The useful connection is between that first conversation and the person who follows up. Relevant details pass to a broker, giving them context for the next conversation instead of making the visitor start again.
How the handover fits together
- Start an enquiryA visitor describes what they are looking for on the website.
- Gather contextThe assistant asks about their needs and retains what they share.
- Bring in a brokerRelevant details carry into the human follow-up.
The assistant’s role here is to support the enquiry. The broker carries the conversation forward. The website and the handover are parts of the same customer journey, rather than an isolated conversation that ends when someone closes a chat.
What to take from this project
When considering an assistant for your own business, ask where its information goes next. Who receives it? What do they need to know? Can they understand the enquiry without asking the customer to repeat the same details?
That is the principle illustrated by this work: connect the customer-facing experience to a useful next action for the team. It can inform a discussion about your process, but the right implementation depends on your own tools, customers and responsibilities.
This story documents the website, assistant and enquiry handover. It does not claim a measured uplift in leads, revenue or time saved; we are not publishing performance figures for this project.
Explore our approach to workflow automation and integrations, or tell us about your enquiry process.