The company
Casavo is a proptech based in Milan, founded in 2017. It helps people sell and buy homes: it values the property online, buys it directly from the owner with an instant offer or sells it on their behalf, and follows the sale through to the deed. It works in Italy and France.
The homes for sale sit in Casavo’s management system and are published on property portals. The person calling has seen one of these listings and wants to know more about that home, usually to arrange a visit. It is a valuable contact, because they are already interested in a specific property.
The challenge
Inbound calls were growing faster than the in-house operations team could handle. During working hours part of the load went to an outside call center, which gave the details of the property, found out whether the caller wanted to see it and arranged the visit.
In the evening and on weekends, though, nobody answered. People who called after hours got no answer, and the visit that call could have led to risked being lost with it.
The hard part was identifying the property. Callers say the street, number and city out loud, and describe the home in their own words, for example “a one-bedroom”, while the management system records the number of rooms. Two voice AI vendors tried earlier had failed at exactly this point.
The solution
Yellow Tech built a voicebot, an AI agent that answers the phone, in Italian. It takes the calls that come in outside working hours and on weekends, and introduces itself as Casavo’s AI assistant.
As soon as the call comes in it works out what the caller is after. If it is a property, the agent finds it in the listings of the management system by city and address, and identifies it even when the caller uses different words from the listing. Then it answers questions about the home, such as floor area, floor, rooms, energy class and elevator.
For the visit it sends an SMS with the link to book it on Casavo’s website. The number doesn’t have to be dictated: the agent takes it from the call and only asks to confirm the last digits. Requests that are not about a listing, such as a mortgage or selling one’s own home, it doesn’t handle. It collects the details and emails them to the Casavo team, who call back.
Call routing and the handover to people follow fixed rules, and the language model takes care of the conversation. Listings are refreshed several times an hour during working hours, so even a home that has just been published can be found over the phone. All the services the voicebot runs on are in Casavo’s name.
The project moves in phases. The first, a proof of concept delivered on April 20, 2026, tested the identification of the property. The second, with the voicebot in production and connected to Casavo’s systems, was closed on September 25, 2026.
Before closing, Casavo tested the voicebot for a few weeks, and the test led to four fixes. The listings catalog is refreshed more often. When it doesn’t understand a sentence, the agent asks the caller to repeat instead of passing the call straight to an operator. If the SMS doesn’t arrive, it sends it again during the same call. And it answers questions about Casavo from a knowledge base written by Yellow Tech and approved by Casavo.
The results
The internal test of the proof of concept rated the identification of the property and the naturalness of the conversation better than the tools tried before.
Today the voicebot handles the calls that come in after hours and on weekends. Someone who phones in the evening gets the details of the property and already has the link to book the visit on their phone. Requests that need a person reach the Casavo team with the details already collected.
After the second phase Casavo asked for an evolution, started in October 2026: booking the visit directly during the call. The agent will offer the free slots of the real estate agent who handles that listing and create the visit in the management system. It will also save there the contact of anyone who doesn’t book.
