VELA Concierge — An AI reception designed for high-value requests
A premium conversational agent that turns first interactions into better-qualified requests, ready to be picked up.
- Client
- Concept interne CRELIVO — agence fictive
- Industry
- Immobilier haut de gamme · Relation client · Automatisation
- Year
- 2026
The challenge
VELA Concierge is a fictional product, created by CRELIVO for an equally fictional premium real-estate agency. No real client, property or transaction is involved. The problem: real-estate teams receive many incomplete requests spread across several channels. — Teams spend time answering repetitive questions. — Prospects expect an answer outside office hours. — The information needed for good follow-up is scattered. — An overly robotic experience can harm a premium brand.
The approach
A multilingual conversational experience, connected to the CRM, designed to qualify without dehumanising. Art direction: contemporary real estate, discreet service, trust, international mobility. Deep black, ivory, stone grey and a very subtle champagne gold. Original visuals — facades at dusk, fluted stone, urban lines — with no unrealistic villas, banknotes or stock-photo faces. The agent's tone: warm, concise, calm, professional, never pushy. One question at a time, quick replies, and a person available at any moment. VELA introduces itself as an AI assistant from the first message.
The solution
— Bilingual FR/EN conversational agent: “Hello, I'm VELA, your digital concierge.” — Adaptive qualification: buying, selling, investing, renting or asking for an advisor; location, property type, optional budget, timeframe, contact preference, preferred time, contact details. — Progressive collection without a heavy form, input validation, editable summary before sending. — Explicit consent before any lead is created; if the visitor declines, nothing is kept. — Lead created in the CRM with a structured summary: intent, location, timeframe, budget shared, next steps, points to confirm. — Elegant confirmation email and internal new-lead notification. — Hand-off to a person at any time, and automatically for urgent or sensitive situations. — Guardrails: no legal, tax or financial advice, no promises on availability or price, no negotiation, no request for identity documents or banking details (masked if typed), refusal of manipulation attempts and off-topic requests. — Demonstration dashboard: conversations, statuses (new, qualified, to call back, meeting proposed, handed to a person), qualitative priority, lead record with AI summary — fictional profiles only. — Rate limiting, technical log without content or contact details, security headers, accessibility (keyboard, labels, new-message announcements), bilingual SEO.
The results
Qualitative outcomes — demonstration, no measured data: — A first response available at any time. — Better-structured requests. — Key information in one place. — A smoother hand-over between AI and advisor. — A premium experience consistent with a high-end real-estate brand. Deliverables: conversational strategy, product visual identity, UX/UI, chat interface, qualification logic, CRM, automations, admin dashboard, email templates, AI security rules and guardrails.
