AI Revolution in Real Estate: Tata Realty and Salesforce Redefine Customer Service

Tata Realty’s AI Leap: Homebuyers Now Get Faster Responses Within Hours
Tata Realty and Salesforce Bring Smart AI-Powered Transformation to Real Estate

India’s real estate sector is rapidly embracing digital transformation, and Artificial Intelligence (AI) is now emerging as a key driver of this change. Tata Realty and Infrastructure Limited, a leading company of Tata Sons, has partnered with Salesforce, the world’s No. 1 AI CRM company, to bring a major technological shift in customer service. By implementing Salesforce’s Agentforce platform across all its projects, the company has made customer interactions faster, smarter, and more personalized than ever before.

Under the new system, Tata Realty has successfully integrated Salesforce’s Agentforce platform into its projects to enhance customer engagement. This AI-powered solution has significantly improved service efficiency, reducing customer response time from several days to nearly 8 hours. At the same time, the company can now seamlessly manage thousands of customer conversations and queries simultaneously.

These details were shared during a press conference by Sanjay Dutt, Arundhati Bhattacharya, and Mankiran Chauhan.

Arundhati Bhattacharya, President and CEO, South Asia, Salesforce, said that the most important factor in implementing any new technology is whether it improves customer service or not. In the case of Tata Realty and Infrastructure Limited, the answer has clearly been positive. Customers no longer have to wait for days, as responses are now being delivered within just a few hours.

The impact of this AI-driven system is clearly visible in both business growth and customer experience. While customers earlier had to wait several days for responses, the average turnaround time has now dropped to just 8 hours. The company has also witnessed a 10 percent increase in conversion rates, a 30 percent improvement in lead quality, and email open rates reaching 50–60 percent, highlighting the success of this transformation.
By integrating platforms such as WhatsApp, SMS, and email into a unified ecosystem, the system is now providing 24×7 customer assistance. At the same time, it is empowering sales teams and leadership with real-time data and smart insights, enabling faster and more informed decision-making.