Title & Escrow
Independent Title Insurance Company
An answering service whose most important feature is what it refuses to say.
The problem
Title and escrow is a primary target for wire fraud: a caller who can extract wiring instructions from a distracted front desk can redirect a real estate closing. Any automated phone system in this industry has to be designed around that risk first, and convenience second.
What we built
- 24/7 AI answering service handling company FAQs and structured intake
- A hard guardrail against ever discussing, confirming, or transmitting wiring instructions
- Escalation to a human for anything touching funds or closing logistics
- Voice, model, and endpointing configuration cloned from a single audited source of truth rather than an existing assistant
- Automated per-call email summaries to the office
Where it stands
- Live on a dedicated business line across both offices
- Callers get immediate answers on everything routine
- The fraud-sensitive path is closed by design, not by staff training
In this industry the valuable engineering isn't what the agent can do — it's what it can't be talked into.
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