How AI Transformed UEM Sunrise’s Customer Experience: Chatbot for Property Management​

As one of Malaysia’s leading property developers, delivering great customer experiences is a priority to UEM Sunrise Berhad (UEM Sunrise) as they engage with thousands of potential buyers every day. 

People visit their website to explore properties, ask about financing, or check on the latest promotions. But with so many inquiries, responding quickly and efficiently became a challenge.

With thousands of potential customers browsing their website and app daily, UEM Sunrise needed a scalable, chatbot for property management that could provide instant responses, filter quality leads, and offer valuable business insights—all while maintaining a seamless and engaging user experience.

Credits: https://www.uemsunrise.com/

To address this, UEM Sunrise sought an AI-powered chatbot for property management that could provide instant responses, qualify leads, and streamline interactions. 

Working as an AI chatbot provider under Agmo, Dah Reply developed a chatbot tailored to UEM Sunrise’s needs—one that not only answered questions but actively improved customer engagement.

Here’s how we made it happen.

The Challenge: Managing High Volumes of Customer Inquiries

UEM Sunrise’s website attracts a wide range of visitors—from first-time homebuyers to seasoned investors. 

With such a diverse audience, their customer support team faced several challenges:

• High volumes of repetitive questions – Many inquiries were about availability, financing, or promotions, requiring responses that were largely the same.
• Slow response times outside business hours – If a potential buyer had a question at night, they’d have to wait until the next day for an answer.
• Manual lead qualification – The sales team had to filter through inquiries manually to identify serious buyers.
• Limited insights into customer interests – Without structured data on user queries, it was difficult to track trends and adjust offerings accordingly.

With these challenges in mind, our goal was clear—build an AI-powered chatbot that would enhance accessibility, automate responses, and help UEM Sunrise gain valuable insights into customer behaviour.

The Solution: An AI Chatbot for Property Management

To tackle these challenges, DahReply developed a chatbot from the ground up using Botpress, powered by GPT-4o. 

At DahReply, we believe in using the best technology to build smarter, more efficient AI solutions. That’s why we partnered with Botpress, an all-in-one AI agent builder that makes creating and managing AI-driven conversations seamless. 

With its advanced NLP, smooth integrations, and enterprise-grade security, Botpress provided the ideal foundation for a chatbot that’s not only intelligent and responsive but also scalable and reliable.

More than just a basic FAQ bot, this chatbot was built to be a true digital assistant—one that engages potential buyers, provides instant support, and helps UEM Sunrise’s team work more efficiently.

Key Features

• Enhanced information accessibility – Customers can now get instant answers to property inquiries, project details, compare options, explore nearby amenities, and service information, eliminating the hassle of navigating complex websites or waiting for a customer service representative. Looking for a 3-bedroom condo near a school? The chatbot delivers relevant options instantly.
• 24/7, instant customer service – Forget long response times. The AI chatbot ensures immediate responses, significantly reducing wait times and boosting customer satisfaction, even at midnight. With the ability to handle multiple conversations simultaneously, it enables scalable and efficient customer support.
• Appointment booking – Users no longer need to fill out forms or wait for callbacks. They can schedule property viewings directly through the chatbot, making the process smoother and more convenient.
• Loan Calculator – Buying a property is a big financial decision. The chatbot includes a built-in loan calculator, allowing users to estimate monthly payments and affordability before making a commitment.
• Acquire and filter high-quality leads – Not all inquiries are the same. By analysing customer queries, interactions, and browsing patterns, the chatbot intelligently identifies potential buyers, filters them based on their interests, and seamlessly integrates with UEM Sunrise’s Salesforce CRM for follow-ups.
• Multi-Language Support – Malaysia is a diverse market, and the chatbot can communicate in multiple languages to cater to different customers, ensuring no one is left out.

Leveraging AI for Data-Driven Insights

Beyond answering questions, one of the standout features of UEM Sunrise’s AI chatbot is its real-time data visualisation dashboard. 

This feature transforms raw user interactions into actionable insights, enabling UEM Sunrise to continuously refine its digital strategy.

With intuitive charts and graphs, the team can track:

• Message Volume Trends – Tracking spikes in customer interactions, helping predict peak hours and resource allocation.
• LLM Activity Monitoring – Analysing AI-generated responses, total messages handled, and identifying any errors.
• Performance Metrics – Measuring response speed, AI processing rates, and overall efficiency.
• Cost Tracking – Providing transparency on AI model usage, helping UEM Sunrise optimise operational expenses.

This data-driven approach empowers the company to enhance chatbot performance, fine-tune engagement strategies, and improve customer experience based on actual user behaviour.

How Chatbot AI Works

The chatbot operates using a hybrid AI approach, combining:

• Predefined responses for FAQs and structured queries.
• GPT-4o large language model (LLM) for handling complex, open-ended questions.

This balance ensures that customers get the best of both worlds—accuracy and conversational depth. 

Plus, with Salesforce integration, every interaction feeds into UEM Sunrise’s CRM, helping the sales team personalise follow-ups.

To ensure security and compliance, the chatbot adheres to PDPA and SOC2 standards, protecting customer data at all times.

Bringing the Chatbot to Life

Building a chatbot isn’t just about technology—it’s about making sure it works well in real-world scenarios. 

During development and deployment, the team focused on ensuring that the chatbot was intuitive, responsive, and aligned with UEM Sunrise’s needs.

As with any project, there were challenges:

• Finding the right balance between rule-based and AI-driven responses – The chatbot needed to provide accurate information while still feeling conversational.
• Ensuring seamless integration with Salesforce – Transferring lead data smoothly into the CRM required careful API work.
• Encouraging adoption – Users had to feel comfortable engaging with an AI assistant instead of relying solely on human support.

Through continuous testing and refinements, the chatbot was successfully launched on UEM Sunrise’s website, ready to assist visitors 24/7.

How AI Chatbots are Reshaping Property Management

Since its launch, the chatbot has significantly improved how UEM Sunrise interacts with potential buyers. 

Here’s what changed:

Faster Responses, Smoother Interactions

Customers no longer had to wait hours for a reply. With instant responses available at any time, users could get the information they needed when they needed it.

Smarter Lead Qualification

By analysing interactions, the chatbot helped identify high-intent buyers, allowing the sales team to focus on those most likely to convert.

Reduced Workload for Support Teams

Repetitive inquiries were handled by the chatbot, freeing up UEM Sunrise’s support team to assist with more complex cases.

Insights for Better Decision-Making

With data collected from customer interactions, UEM Sunrise gained a clearer picture of what their audience was looking for, helping to refine marketing and sales strategies.

Conclusion: A New Way to Engage with Customers

For UEM Sunrise, adopting an AI chatbot wasn’t just about automation—it was about creating a better way to connect with customers. 

By providing instant, intelligent, and engaging interactions, the chatbot has become an integral part of their digital customer experience.

DahReply was excited to work on this project, seeing first-hand how AI can transform customer engagement in the property sector. 

As AI technology continues to evolve, we’re looking forward to seeing how businesses like UEM Sunrise push the boundaries of what’s possible.

Want to build your own chatbot for property management? Contact Dah Reply today.