At a glance
- Industry
- Luxury real estate brokerage
- Location
- Dubai, UAE
- AI employees
- One voice AI agent, one chat AI agent
- Channels
- Phone and WhatsApp
- Languages
- Replies in the language the buyer uses
- Use case
- AI receptionist and enquiry handling
Laguna Properties, a Dubai brokerage specialising in high-end homes, deployed two xAIa AI employees to handle every property enquiry it receives. Together they act as an AI receptionist for real estate in Dubai: a voice AI agent answers every call in whatever language the buyer speaks, and a chat AI agent answers every WhatsApp enquiry the moment it arrives. Both work 24/7, answer from Laguna's own knowledge, capture what each buyer is looking for, and escalate serious buyers to the sales team with the details already in hand.
At a glance: from missed enquiries to every buyer answered
| Stage | Before | With xAIa's AI employees |
|---|---|---|
| Response time | Enquiries waited until an advisor was free, sometimes until the next morning | Every call and message answered instantly, day or night |
| Language | Buyers were answered in the languages the team on shift happened to speak | Every buyer answered in their own language |
| Qualification | Advisors spent time on enquiries that were not ready to move | The AI captures budget, purpose and timeline before an advisor gets involved |
| Handover | Details lost between the first message and the first call | Serious buyers escalated with a full summary, so the advisor starts informed |
What did it change for Laguna Properties?
In high-end real estate, the first brokerage to answer is often the one that gets the viewing. Laguna now answers first, every time, and its advisors spend their hours on buyers who are ready.
- No enquiry left waiting. A buyer in London, Moscow or Mumbai who writes at midnight Dubai time gets an answer straight away, while they are still interested.
- Advisors start every conversation informed. By the time an advisor picks up, they already know what the buyer wants, their budget and timeline, and which property caught their eye.
- The same standard on every channel. Callers and WhatsApp users hear the same answers, in the same tone, from the same knowledge.
- Every enquiry on record. Each conversation is logged with its language, topic and outcome, giving Laguna a clear view of where its demand comes from.
Our discerning client base is primarily international and expects efficiency and prompt responses as standard. With xAIa, every call and message is answered immediately, in the buyer's language, and our advisors need only step in once the lead is qualified. As a result, xAIa has helped us improve both our response time and effectiveness in a highly impressive manner.
About Laguna Properties
Laguna Properties is a Dubai based, luxury real estate brokerage founded in 2021 by Hamed Ghavidel, a property specialist with more than twenty years in UAE mixed-use and luxury property development. The firm focuses on the high-end residential market, advising on large ticket investments, luxury sales and leasing across addresses such as Canal Front, Dubai Hills and Palm Jumeirah, much of it on an exclusive basis. A large share of its buyers come from the UK, Europe and beyond. Ghavidel has been featured in the Financial Times, Gulf News and Khaleej Times and has won numerous awards including the International Property Award for Best Residential Renovation.
Why was answering every enquiry so hard?
- Buyers write from every time zone. International buyers send enquiries when it suits them, which is often outside Dubai office hours.
- Speed decides the viewing. A buyer looking at a high-end listing usually contacts more than one agency. The first to give a clear answer tends to win the conversation.
- Many languages, one team. Laguna's buyers speak many languages, and no single advisor speaks all of them.
- Advisor time is the scarcest resource. Every hour spent answering a routine question is an hour not spent with a buyer who is ready to view.
What did xAIa build for Laguna Properties?
xAIa deployed two AI employees, one on the phone and one on WhatsApp, both built on Laguna's own listings, services and tone, and running on the xAIa platform.
Voice AI employee
The voice AI agent
The voice agent answers every call to Laguna, at any hour, in whatever language the caller speaks, switching mid-call if the caller does. It answers questions about properties, areas and services, finds out what the buyer is looking for, and escalates serious buyers to the sales team with a full summary.
Chat AI employee
The chat AI agent
The chat agent answers every WhatsApp enquiry the moment it arrives, in the buyer's language. It handles questions on listings, availability, viewings and the buying process, captures budget, purpose and timeline, and passes qualified buyers to an advisor with everything they need to pick up the conversation.
Luxury buyers do not wait. We gave Laguna two AI employees that answer every call, WhatsApp message and Property Finder lead the moment it arrives, in the buyer's own language, and follow up on every one. Serious buyers reach an advisor with the full picture, and the team spends its time on viewings.
How do the AI employees know what is still on the market?
Both AI employees answer from Laguna's own data, so what they tell a buyer about a listing, its price or its availability stays current with Laguna's records. When the buyer in the enquiry above asks whether the Palm Jumeirah listing is still available, the reply "It is still on the market" comes from that data.
The AI employees are connected to the Laguna Property CRM, where each call and chat is logged with its language, topic and outcome, and they hand qualified buyers to Laguna's advisors by email, WhatsApp or in-app notification.
When does a person step in?
The AI employees know where their job ends. When a buyer is ready to view, wants to negotiate, asks for something outside the agreed scope or simply asks for a person, the enquiry is escalated to the right advisor at Laguna with the buyer's details, interest and conversation summary attached. The buyer is told exactly what happens next, and nobody has to repeat themselves.
Why AI employees fit luxury brokerages
Every brokerage that markets property runs into the same pattern: enquiries arrive at all hours, from all over the world, and the first good answer wins.
- Instant first response. Every call and message answered on the spot, around the clock.
- Every buyer's language. International buyers answered in their own language, on any channel.
- Qualified handovers. Advisors receive buyers with budget, purpose and timeline already captured.
- One platform. Calls, chats and escalations logged in one place, with full visibility for the team.
xAIa deploys AI employees for brokerages, developers and property operators in the UAE, across voice and chat, on one platform.
Frequently asked questions
What is an AI employee?
An AI employee is an AI agent that does a defined job end to end. At Laguna Properties, one answers every phone call and one answers every WhatsApp enquiry, and both escalate to the sales team when a person is needed.
Can an AI agent answer property enquiries in any language?
Yes. Both of Laguna's AI employees reply in the language the buyer uses, and the voice agent switches language mid-call if the caller does.
Does the AI answer outside office hours?
Yes. Calls and WhatsApp messages are answered 24 hours a day, 7 days a week, including weekends and public holidays.
How does the AI hand a buyer to an advisor?
It captures the buyer's details, interest, budget and timeline, then escalates the enquiry to the right advisor with a summary of the conversation, so the advisor picks up fully informed.
Can the AI book viewings or negotiate prices?
No. The AI employees answer questions and qualify interest. Viewings, negotiations and anything that needs judgement are handed to Laguna's advisors.
Which businesses can use the same approach?
Any business that receives enquiries at all hours and in many languages: brokerages and developers, holiday homes and property managers, hospitality, clinics and premium services.
