When growing means more enquiries than you can answer
In just a few years, Nuva Living has become one of the most active living sector operators in Madrid. Buildings in Valdemoro, Atocha, Tetuán, and Torrejón de Ardoz, two stay formats, and a digital operating model designed to make renting feel more like a service than a contract.
That growth has a direct consequence: every new building multiplies the enquiries. How big is the studio, what does the rent include, are pets allowed, when can I visit, is anything free for next month. Legitimate questions, repeated constantly.
An IVR was there to filter them. A menu of options that could not work out which development the caller was asking about, nor resolve a routine question, so the conversation ended up with the team anyway. Between 30% and 35% of their working day went into it.
The decision was not to hire more people to answer the same things more times. It was to look for a structural solution that could scale at the same pace as the portfolio.
That is how Eva was born: an artificial intelligence agent that handles prospect enquiries, books and rebooks viewings, follows up with reminders, and recognises anyone who has called before. And when a conversation needs a person, it alerts the team with the full context of what was said.
This is the story.
The starting point
Nuva's operation worked. But as lead volume grew, the same bottlenecks appeared that any commercial team will recognise:
This is not exclusive to the living sector. Any company whose team handles a high volume of repetitive enquiries before a sale even exists has the same challenge: estate agencies losing prospects out of hours, clinics where reception books appointments instead of caring for patients, hotels answering the same ten questions every day, or dealerships coordinating test drives. The sector differs. The problem is the same.
The decision
With Telvia they built Eva: an AI agent that handles prospect enquiries through whichever channel they use, with the real information for each building and each home type. It is not another menu of options, nor a chatbot with canned answers: it works out which development they are asking about even when they do not know its name, answers the specific question they came with, and carries the conversation. It informs in detail, offers a viewing slot, books it, moves it if the prospect needs a different time, sends the reminder, and alerts the team internally when a person is needed.
What Eva is able to do
Home types, sizes, what the rent includes, services and shared areas, stay conditions, availability. At whatever level of detail the prospect asks for, with no waiting for a callback.
Offers available slots, arranges the viewing at the building that fits, and logs it. If the prospect needs to move it, they rebook it themselves without going through the team.
Reminders to the prospect ahead of the viewing, and follow-up on conversations left open. Fewer no-shows, fewer leads going cold on their own.
An internal alerting system: if the conversation goes off-script, if the lead is ready for the next step, or if a commercial query needs intervention, the team knows immediately, with the full context of what was said.
A Saturday night, a Sunday morning, or a Tuesday at seven. The enquiry is handled the moment the prospect is interested, not two days later.
If the prospect has spoken to Nuva before, Eva knows who they are, what they asked last time, and whether they already have a viewing booked. It never starts from scratch or asks for their details again.
It filters incoming emails from prospective renters and carries the conversation over to WhatsApp, where the answer arrives immediately instead of sitting in an inbox.
Questions that come up during the process, changes to a booked viewing, or a follow-up left hanging. Commercial matters only: it does not cover maintenance or the running of the home.
Eva does not hand the call over live. When something is left unresolved, it logs the conversation with full context — who they are, what they asked, and where they got to — so the team can follow up without the prospect repeating anything.
Before vs. now
The turning point
A prospect calls on a Saturday night. Before Eva, the IVR picked up and walked them through a menu that did not answer their question. On Monday someone returned the call and, with luck, the person was still interested. In many cases they had already signed somewhere else.
That is the lead that never shows up in any report: it is not lost on price or product, it is lost to a 48-hour gap between the moment someone decides they are interested and the moment someone can reply. It is also the cheapest one to win back, because it requires changing nothing about the business. Just being there.
How the process went
Nuva Living brought the business knowledge. Telvia designed the agent's architecture, connected it to the operation, trained natural language understanding, defined the alerting and logging rules, and took it to production.
Before writing a single line of agent, understand what a prospect actually asks, in what order, and in how much detail. The conversations the team was already having were the best raw material.
Buildings, home types, services, stay conditions, and availability, structured so Eva could query them in real time. If the agent was going to talk to real prospects, it could not get a condition or a property detail wrong.
Eva informing is good. Eva also closing the viewing in the calendar, sending the reminder, and raising the internal alert is what turns the agent into part of the operation instead of one more channel someone has to check.
Eva went live and Telvia stayed on top of it: listening to real calls, monitoring how the agent handled each conversation, and tuning its understanding case by case. Improvements are proposed and reviewed together with the Nuva team, never applied blind. It is the part Nuva highlights about working together.
What changed
Most conversations never reach a person. And the ones that do, arrive at the best possible moment.
The team no longer spends a third of the day answering the same things. It now steps in when the lead is further along, at the viewing, which is where a person adds something an agent cannot.
And there is an effect that was not in the original plan: Eva gives more thorough information, faster than a person juggling ten conversations at once can. That, according to Nuva, improves lead conversion. Not because it sells better, but because it answers sooner and answers in full.
Why Telvia
What surprised the Nuva team most was not the technology. It was the level of attention: reviews of real calls, continuous monitoring of how the agent responded, and improvements put on the table before anyone asked for them, worked through together with the Nuva team.
