How The Instant Group scaled lead qualification with Uniti AI

How The Instant Group Transformed Lead Routing with Uniti AI

Introduction

In the global world of office leasing, leads don’t stop flowing when the workday ends—and neither should your response.

That was the challenge for The Instant Group, a global marketplace with 40,000 flexible workspace partners and brands like IWG and Regus under its umbrella.

“A lot of inquiries happen at night or on weekends,” said Ben Wright, Global Head of Partnerships. “But we don’t staff people 24/7, and that’s where Uniti AI fits perfectly.”

The result? Faster routing, better qualification, and a scalable AI workflow that aligns with their international footprint.

The challenge

As the largest marketplace for flexible workspace worldwide, The Instant Group handles inquiries for everything from one-seat desks to full office suites.

“Having a human qualify and route every lead is both expensive and inconsistent,” Ben explained. “We needed something that could manage simple, high-volume transactions like meeting rooms and short-term bookings, efficiently and accurately.”

Thousands of inbound leads were coming through OfficeSpace.com, their U.S.-focused marketplace. The pain point was clear: improve the speed and accuracy of lead distribution.

How Uniti AI helped

The Instant Group deployed Uniti AI to manage email-based lead qualification on OfficeSpace.com, one of the highest-traffic platforms in their ecosystem.

“We worked closely with the Uniti team to fine-tune the email templates, train the agent on our lead structure, and make sure inquiries reached the right internal teams.”

With Uniti AI in place, they now:

• Respond to leads around the clock—even outside of business hours

• Automatically extract and qualify unstructured lead details

• Route inquiries based on geography, licensing, or broker eligibility

• Improve the customer experience with timely and relevant replies

“The AI just works. It knows how to route leads correctly and consistently—something even seasoned teams sometimes struggle with.”

Results: Faster qualification, smarter routing

While it’s still early in the rollout, the results have already made an impact:

• Lead response times have improved significantly

• Lead quality is stronger due to better qualification

• Teams are receiving more relevant, actionable leads

“We’ve seen a clear improvement in how quickly leads are processed and where they end up,” Ben shared. “Uniti helps us connect inquiries with the right people faster, and that’s a major advantage in this space.”

Onboarding & support experience

Even with a complex global setup, the rollout process was smooth thanks to Uniti AI’s hands-on support.

“The AI is only as good as its training,” Ben noted. “But the Uniti team helped us optimize from day one. Their deep understanding of real estate makes all the difference.”

Working directly with Uniti’s leadership also helped build confidence.

“Uniti AI has been incredibly transparent throughout the process. It hasn’t felt like a traditional vendor relationship. It feels like we’re building something together.”

Would he recommend it?

“Absolutely. The technology is powerful, but what really stands out is Uniti’s focus on real estate. This isn’t a generic solution. It’s purpose-built for our industry.”

Ben also highlighted how fast AI is transforming real estate operations.

“AI is already replacing parts of the sales process faster than I ever expected. I’ve tested all the top LLMs myself. This tech is real, and it’s ready.”

Looking ahead

Ben sees AI playing an even bigger role at The Instant Group in the months to come.

“Voice is the next frontier. I actually booked a meeting room using Uniti’s voice agent this morning and it worked flawlessly.”

He’s also exploring AI use cases for:

• Reviewing contracts and pricing

• Assisting with post-sale onboarding

• Handling compliance checks, like licensing and ID verification

• Acting as a digital concierge for ongoing customer support

“I’m not saying AI will replace everything. But it’s quickly becoming a core part of our infrastructure.”