Gabriel Gruber, CEO of Buenos Aires-based company Properati has unveiled a brand new chatbot product specifically for property portals at the Property Portal Watch conference in Madrid.
The product soon to be available through chaterix.com, is an extension of Properati’s proven in-house chatbot Mariana which was designed to dramatically improve communication between buyers and sellers.
Properati originally created a mobile app for Android and IOS which connects agents with potential buyers in real time.
When a buyer noted interest in a property, the system alerted the agent via push notification and connected them – but it needed to be faster.
Properati Co-Founder and CEO Gabriel Gruber said his team created Mariana when they realised that realtors were losing leads because users don’t want to wait around.
“We saw many times users say, ‘I want to chat right now with a realtor’, then they click to connect but they didn’t want to wait for more than five to 10 seconds,” he told Property Portal Watch.
“So the realtor gets a push notification to start a conversation, they open the application, they start talking and it took them 30 seconds, but the user disappeared because they didn’t want to wait.”
Gruber said although the app is a very useful tool, the communication problem was affecting Properati’s bottom line.
“There were many communication problems and that means a hot lead transforms into a cold lead and that means less sales,” he said. “So the return on investment for our clients was being affected.”
The purpose of Mariana, Properati’s artificial intelligence bot, is to keep the user engaged until the realtor can connect in real time – improving not only the user experience but boosting ROI for the realtors and profitability for Properati through its pay-per-lead business model.
“So they go to Properati and the chat appears and they start a conversation with this chatbot who is called Mariana and they start speaking with her,” he said.
“She asks for their name, email and telephone number, what they are looking for, and she makes a recommendation – if they like the property she recommended she will ask the user if they would like to chat online with a realtor specific to that property. And if the user says yes, Mariana connects the potential buyer and the seller in real time.
“Mariana will help to make them to feel more comfortable waiting for the realtor.”
Gruber says Mariana can help to double or even triple agent leads as some customers will disconnect if they have to fill in a form.
Through chaterix.com, any realtor can have their own version of Mariana – and you can call her whatever you like – on a software-subscription basis that will cost less than US$100 per month. The new chatbot will also recommend similar properties when chatting to customers.
Gruber said Properati's team will work to continually improve Chaterix to become smarter and more reactive to customers’ questions.
Available in several languages, each version of Mariana will also include scripts that are culturally appropriate.
“We are trying to understand how people interact with Mariana and we are doing that in four countries at one time,” he said. “In Brazil it is a different language and a different culture so people react differently. In Brazil Mariana says, ‘Hello and I’m here to help you, what’s your name?’ And people are friendly and say ‘Hi Mariana, how are you nice to meet you’ and then they tell her their name.
“But in Argentina they say, ‘Why do you need my name’ so we get different reactions to the same questions. We are creating scripts for each country – so for sure Brazil will have a different script.”