eXp INBND — an AI-supported call centre, built from a phone-system cleanup
Senior IT → Business Analyst → Product Manager · shipped and evolved 2022–2024
call-handling capacity
inbound hours monthly
call agents supported
The problem
eXp's phone presence had grown one account at a time: over a hundred disparate RingCentral and other VoIP accounts — at least one per state and province, often several (California alone had six or seven; the city of Seattle had three). Inbound calls routinely went to voicemail or went unanswered entirely. State brokers had official numbers that callers were dialing — and the calls simply weren't arriving. It was a dead zone.
What I did
The original task handed to me was operational: "cancel these accounts and get them all into Twilio." I turned that project into a product. I owned the roadmap from Jira epic down to individual user stories, designed the call flows, handled the account-by-account porting — keeping everybody connected while numbers moved — and personally coordinated the rollout to staff. The project needed a name, so I gave it one: INBND.
- Stood up an actual call centre — staffing and everything — where none had existed. More than half of the 150+ agents on the system were new to phone support; we grew to that size because the recovered call volume demanded triage.
- Call recognition and routing: callers could name the listing they were looking for, and the system would look it up in eXp's listings database and present basic information — speech recognition, ZIP-code matching, and smart lookup via API.
- AI support for the agents, not just the callers: when a call came in, the system summarized what HubSpot already knew about the caller — who they are, what they previously called about — so the agent started the conversation informed. Built on the OpenAI API, added iteratively in the year after launch.
- Technical leadership by example: I prototyped Twilio Studio Flows as AI-generated architecture documents to show the team we could generate call flows rather than hand-build them.
Outcome
Measured roughly six months after adoption — enough time for the team to ramp — call handling was 80% higher than the cumulative total across all the old accounts, verified against vendor bills on one side and the Twilio console plus a team-built dashboard on the other. The system settled at 24,000+ inbound hours monthly. And the difference was visible in the business: state brokers started receiving the call volume that had always been intended for them — to the point where some had to hire staff to handle it.
Stack: Twilio (Studio Flows) · HubSpot · OpenAI API · Jira