Get a Demo

RetireAustralia Implements Natterbox Conversational AI to Transform Enquiry Management

RetireAustralia, a leading owner, operator and developer of retirement villages across Australia, partnered with Natterbox to deploy a Conversational AI solution across their inbound call channels. The goal was to handle routine enquiries more efficiently – freeing their contact centre team to focus on high-value conversations with prospective residents, while ensuring no caller ever felt they couldn’t reach a person when it mattered.

Use Case

Industry

Location

 27%

of all calls handled by AI Agents

7%

Escalation Rate to humans

100%

of visibility of all calls in Salesforce

“This initiative demonstrates how targeted use of AI can strengthen both efficiency and customer experience. It’s a practical example of how we’re building capability in a way that supports our people and improves how we engage with prospective residents.”

Ainslie White,

Chief Information and Technology Officer

Challenge

RetireAustralia’s contact center was fielding a significant volume of inbound calls, many of which involved routine enquiries that didn’t require a consultant’s expertise. This volume was limiting the team’s capacity to focus on meaningful, timely conversations with prospective residents who were actively considering a move. They needed a smarter way to triage and handle calls, without compromising the quality of experience for callers.

Solution

RetireAustralia worked with Natterbox to deploy an AI-powered voice assistant across their service, sales, support, and out-of-hours call flows. The assistant handles initial interactions, answering routine questions using knowledge drawn from the RetireAustralia website and internal documents, collecting key caller information, and routing calls based on the caller’s intent.

The solution integrates directly with Salesforce, enabling Natterbox AI to look up whether the caller is a known contact, takes messages and triage calls to the right department. Importantly, the design prioritises caller experience: existing leads and contacts are routed straight to a human agent, and any sensitive, high-value, or emotionally complex calls such as those involving care services or financial matters are immediately escalated to a consultant with full context provided.

The Results

27% Call Deflection Rate

More than one in four inbound calls was handled end-to-end through automation, significantly increasing team capacity without reducing service quality.

“We’re seeing fewer routine calls come through, which is giving the team more time to focus on meaningful conversations with prospective residents. That’s translating into stronger appointment activity.” – James Harvey, System Analyst

7% Escalation Rate

A low escalation rate demonstrates the AI is resolving the majority of routine enquiries effectively, and that callers are reaching the right destination with minimal friction.

Increase in Appointment Activity

With more capacity to focus on warm leads, the team reported a measurable uplift in appointments booked in the weeks following go-live.

Faster Response to Prospective Residents

Out-of-hours coverage and reduced inbound volume during business hours have enabled the team to respond to enquiries more quickly, engaging prospective residents while their interest is highest.

“The assistant is helping us respond to enquiries faster, while interest is still high. That’s making it easier for the team to have timely, relevant conversations and support people through their decision-making.” – Olivia Truscott, Customer Success Team Lead

Want to see what Natterbox AI could do for your team? Give your team more time for the conversations that matter.

Get in touch