AI-powered Agent Coaching feature is designed to help agents enhance their performance during the initial introductory call with a client.

  • Help agents view this as a performance enhancer and an opportunity to close more deals.

  • Scores are not punitive — they’re a way to level up through smart, data-backed coaching.

  • Overall Meeting Rate, Overall Meeting Rate, Speed to Lead, Close Rate, and List Rate

  • Call Analysis: AI-driven coaching feedback call analysis:

    • What You Did Well

    • What You Can Improve

    • Suggestions

 
 

Problems

  1. Agents initiate a call with a client and then intentionally hang up to game the system and
    gain access to client information from HomeLight

  2. Not mentioning HomeLight products or scheduling a meeting

 

Initial experience

HomeLight’s current lead distribution flow reveals client information to agents immediately after a call is initiated — regardless of whether the agent successfully connects with the client. This approach has led to two key issues:

  1. Loss of client trust due to unsolicited outreach from agents outside of HomeLight app.

  2. System manipulation by agents

 
 

KPI

  1. Reduce weekly Agent Hangup calls to 7% (from 17.5% in 2024) by Q1

  2. Redesign the entire user experience and interface to incorporate new metrics

  3. Increase overall agent engagement and retention

 
 

I worked with 1 principal product manager, 3 engineers, and 1 data engineer.

 

First-time user experience

We improved data visualization and legacy home screen by adding graphs with overall performance metrics, tasks, alerts, and thresholds—keeping insights clear without clutter.

 

New referral claim logic

We improved the claiming logic by adding AI call analysis to evaluate the call. HomeLight will withhold referral from Agent, if the call scores lower than 65 or didn’t detect a legitimate conversation and AI will automatically update the client’s status for Agent.

Follow Up

Introduced a nurturing cadence that guides agents to follow up with clients to increase connected rate.

 

Overall Call Score

We digitized the monthly metric PDF into the app and added real-time call analysis to help agents improve their pitch. HomeLight sends out SMS or push notifications when calls end.

 

Agent’s feeback

Ability to see what needs improvement

〰️

Ease of use

〰️

It gives more updates and clarification

〰️

Nice clear format

Ability to see what needs improvement 〰️ Ease of use 〰️ It gives more updates and clarification 〰️ Nice clear format

 
 
 

Result

We successfully added AI-driven metrics with a reimagined user experience designed to elevate agent performance, strengthen their pitch, and promote accountability by addressing system gaming behaviors.

  • Successfully reduced Agent Hangup calls to 5.8% (more than the initial prediction - 7%). Claim MTG success rate 6.49% compared to 3.55% in Dec, 2024.

This wasn't just about creating a better digital experience—it was about fundamentally transforming our operational model to enable sustainable growth.