Why agents will ignore your expensive AI tool and how to fix it

An AI platform initially failed because agents had to change behavior and log into another tool. Brokers and agents preferred existing communication channels such as calling, texting, messaging, or email for quick answers. The platform was rebuilt by tearing down gaps in integrations and redesigning the entire stack around where agents actually work and communicate. The updated system, Tori 2.0, provides proactive, streaming responses to agent questions using a knowledge base. Agents can ask questions and receive immediate answers without switching tools, reducing friction and aligning with established business habits.

"We tried to make it as easy as possible. I mean, even with the fact that I initially built the app with the agents in mind, thinking it would make their lives easier, they didn't want to download just another app. That's not where their mind goes when they have a pressing question. They still want to call the broker and get a quick answer, or shoot a text, a Facebook message or even an email. That's where the agent lives."

"We really tore it all down. I started looking at the platform and all the gaps or holes that it had for other tools that we needed to integrate and tried to think about where agents actually live. I said, Let's break this down and look at the entire stack that we're using for all of this stuff. I can probably rebuild 90% of it relatively easily.' And I say relatively easily with 2,000 hours of vibe coding experience and tens of thousands of dollars. We don't call them mistakes, we call them tuition, because I certainly learned from it."

"One of my most-used functions of Tori OS is an agent goes in and asks a question, and proactively, the system, based on our knowledge base, is answering those questions in stream. If an agent asks, Hey, what plumber do you recommend in"

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