The Problem: The Same Twelve Questions, Forty Times a Week
Sandra Bergmann is the owner and managing closer at Riverstone Title in O'Fallon, Missouri. She's been in the title and escrow business for seventeen years, and she built Riverstone on two things: clean closings and responsive communication. Real estate agents in St. Charles County know her by name because she picks up the phone and has answers ready. That reputation is how she's survived in a market where national title brands compete on price and agents can choose anyone.
The problem Sandra ran into wasn't volume — it was repetition. Her office handles 30 to 40 closings per month, and almost every single closing cycle generates the same calls. Buyers ask what to bring to closing. Sellers ask when they'll receive their proceeds check. Real estate agents ask about title commitment turnaround times. Buyers' agents want to know what document is still outstanding. Lenders call to confirm wire instructions. Everyone wants a status update that Sandra or her assistant can see in 30 seconds — but taking the call, answering, and logging it takes five minutes per interruption, and those interruptions were killing productivity at the moments it mattered most.
Sandra tracked it over one month. Her office received an average of 47 incoming calls per week. Of those, 31 were questions that had a clear, consistent answer: closing cost breakdowns, what photo ID is acceptable, whether personal checks are allowed at closing, how long the title search takes, what happens if a lien is found during the search. Questions that didn't require judgment — just information. But they each required a live human to stop what they were doing, pick up, and repeat the same answer they'd given the day before.
Her assistant was spending roughly six hours per week on these calls. That was six hours pulled away from preparing HUD-1 statements, coordinating with lenders on outstanding conditions, and managing the closing schedule. The phone volume wasn't a sign of a busy business — it was a drag on the business's ability to function well.
The Solution: A Chatbot That Knows the Closing Process From Contract to Keys
Sandra connected with Anchor Co AI in February 2026 and spent an afternoon putting together the information the chatbot needed. She uploaded Riverstone's buyer and seller closing checklists, their FAQ document, their standard timeline breakdown from contract to close, their wire instruction policy (the chatbot explains that official wire instructions are always sent via encrypted email and never changed via phone or text — an important fraud prevention note), and their service area overview.
The chatbot went live on Riverstone's website and was also linked from their email signature for easy access by the agents, buyers, and sellers already in a transaction. The goal was simple: let the chatbot handle the 31 routine calls so Sandra's team could focus on the 16 that actually needed a human.
The chatbot was built to handle the anxiety that's common in real estate transactions. Buying a house is the biggest financial event in most people's lives, and they're nervous. The chatbot's tone was set to be warm and reassuring — not just technically accurate. It provides the same confident, clear answers Sandra would give, without the phone tag.
What the Chatbot Actually Does
- Explains what buyers need to bring to closing: acceptable photo ID types, certified funds requirements, whether cashier's checks are acceptable and up to what amount
- Walks sellers through the wire transfer process and typical proceeds timeline (same-day vs. next-business-day)
- Answers questions about title insurance — what it covers, why lenders require it, and what an owner's policy protects against
- Explains the title search process and what happens when a lien, judgment, or cloud on title is found
- Clarifies what a title commitment is and what buyers and agents should look for in the commitment document
- Provides Riverstone's typical turnaround times for title commitments, payoff requests, and deed preparation
- Explains wire fraud prevention policy — that Riverstone never changes wire instructions via phone or email and all requests should be verified by callback
- Answers agent questions about earnest money handling, disbursement timing, and closing disclosure review deadlines
- Directs transaction-specific questions (status updates, outstanding conditions) to the appropriate closer via contact form
The Results
- Reduced routine incoming calls by approximately 38% — from 47 per week to around 29, based on Sandra's two-month comparison
- Saved Sandra's assistant 5+ hours per week — time reallocated to closing preparation and lender coordination
- Zero after-hours voicemails for routine questions — buyers and agents get answers at 11 PM without expecting a callback
- Wire fraud inquiry deflection added — the chatbot's fraud prevention explanation has already prompted two callers to verify changed wire instructions that turned out to be scam attempts
- Agent satisfaction improved — three of Sandra's top referring agents specifically mentioned the chatbot as a reason they're sending more transactions to Riverstone
Why Title Companies Are a Natural Fit for AI Chatbots
Real estate transactions produce anxiety, and anxiety produces questions. A buyer who just signed a purchase contract is going to wonder about the closing process for the next 30 to 45 days. They're going to Google things late at night. They're going to wonder if they need a cashier's check or if a personal check is fine. They're going to ask their agent, who's going to call the title company, who's going to answer the same question they answered twice yesterday. The volume of low-stakes informational questions in a title company is genuinely exceptional compared to most service businesses.
Title companies also occupy a moment in the transaction where trust is critical but the questions themselves are largely procedural. A buyer doesn't need to talk to a senior closing officer to find out what ID to bring — they need a fast, accurate answer that reduces their anxiety. A chatbot that provides that answer instantly, at 10 PM when they're thinking about it, does more for the customer relationship than a voicemail return call the next morning.
There's also a real opportunity for differentiation. Most title companies have poor digital presence and essentially zero after-hours communication capability. A title company with a chatbot that gives agents and buyers instant answers looks dramatically more professional and responsive than competitors who still rely entirely on phone and email. In a referral-driven business where agents choose their preferred title company based partly on how easy they are to work with, that difference matters.
Anchor Co AI sets this up for title companies starting at $29 per month. See what's included at anchorcoai.com/#pricing.