Agentic AI Success Story

A Virtual Concierge for Modern

Real-Estate Processes

Wincasa is automating key touchpoints in the tenant life cycle with dreamleap. The virtual concierge delivers precise answers to tenant inquiries, streamlines workflows, and sustainably boosts efficiency, service quality, and the overall tenant experience.

“With the Virtual Concierge, we’re taking tenant self-service to an entirely new level - fast, intuitive, and available 24/7.”


Alex Frommenwiler, Digital Customer Plattforms, Wincasa (Implenia Group)


The Challenge

Wincasa, a member of the Implenia Group, faced a growing volume of inquiries from tenants, prospective renters, and external stakeholders.  Traditional service channels - such as web forms and rigid chat flows -lacked the flexibility to handle open-ended or complex requests in an automated, sustainable way.


The result was increased manual effort for the Wincasa team, a limited self-service experience for users, and longer response and resolution times.

The Solution

Wincasa, a member of the Implenia Group, faced a growing volume of inquiries from tenants, prospective renters, and external stakeholders. Traditional service channels - such as web forms and rigid chat flows -lacked the flexibility to handle open-ended or complex requests in an automated, sustainable way. The result was increased manual effort for the Wincasa team, a limited self-service experience for users, and longer response and resolution times.

How It Works

With the Virtual Concierge, Wincasa is rolling out an intelligent AI application that:


  • Automatically delivers precise answers drawn from FAQs, information sheets, and internal documents


  • Identifies requests via natural language and routes them to the appropriate workflow


  • Processes input in text today - and voice in the future


  • Provides 24/7 availability for logged-in users now, and soon for everyone


  • Covers every phase of the tenant life cycle, from initial inquiry to move-out


  • Launches as a high-quality MVP, prioritizing real value over unnecessary complexity


Continuously expands its knowledge base by using data-driven trend detection to update FAQs with the most common tenant questions


“We developed the idea and the basic concept of the Virtual Concierge back in 2019 – unfortunately, the technology was not yet advanced enough. Six years later, we are now thrilled with the result, the value, and the impact."


Marco Kissling, Head of Digital Products & Ecosystems, Wincasa (Implenia Group)


Target Group and Outlook

The virtual concierge has been designed from the outset to flexibly adapt to different target groups and their needs – whether for customers or internal purposes. 


In the first phase, the Virtual Concierge was integrated into the tenant portal Wincasa Home, where it is available to all tenants of Wincasa. The next stages of development include: 


  • Connecting internal knowledge bases so that the Virtual Concierge can also assist employees. 
  • Integration with ticket and ERP systems for personalized use cases. 
  • Integration of rental offers and geodata to assist prospective tenants in their apartment search. 

 

In the long term, the Virtual Concierge aims to become the central point of contact for all stakeholders regarding Wincasa's real estate processes. 


Results

Even in the MVP phase, clear improvements in service quality and efficiency are evident – the concierge provides measurable value. 


  • Less manual effort in the service team 
  • Faster and more precise answers for tenants 
  • Higher satisfaction among users 
  • Scalable foundation for expansion 


Next Steps

Wincasa plans to expand the Virtual Concierge to internal support functions and prospective tenants. Thanks to the modular structure of the software, a gradual, quality-assured rollout is possible. 


With dreamleap, Wincasa establishes a new quality of digital communication: The MVP demonstrates how intelligent AI systems – combined with sound methodology, expertise, and a comprehensive data platform – can automate the capture, processing, and documentation of real customer inquiries. A milestone for service quality and modern communication in the real estate sector. 



“The successful integration of our Virtual Concierge into the tenant portal is the result of close and constructive collaboration between our internal AI specialists and the team at dreamleap.”“While we have strategically invested in expanding our own expertise, dreamleap brought valuable technical expertise and methodological support in the development of generative AI. This partnership on equal footing has enabled us to implement the project efficiently, on time, and with high quality.”


Ronald Zankl

Head of Data Analytics & Digital Solutions, Wincasa (Implenia Group)


Need an AI Sparring Partner?

Contact us. We will support you in becoming an AI champion.