Digital twin for estate agents: what it does today and what is next

The first conversation. An owner who is thinking of selling wants to know how you work, what your service includes and how long the process takes. A buyer wants to know whether you have anything that suits them and what they need in order to start viewing. Those conversations are very alike, they arrive at any hour and only some of them end in an instruction.

Your time is better spent elsewhere: in the property, with the owner in front of you, or closing a sale. A twin looks after the part that repeats itself and leaves you the part that needs you there.

That depends on the level it has reached. The table sets it out.

For nearly every agent, level 2 is the one that changes the working day. On that call your twin introduces itself as an AI, explains the way you work, asks the questions you use to qualify each person and proposes the next step. If the next step is a viewing or a meeting with you, the client books it on your booking page, which is connected to your calendar.

Like the one you would hold on a good day. The owner joins the video call, on Google Meet, Teams, Zoom or in your Legathum room, and speaks to someone who has your face and your voice and who says at the outset that it is your digital twin.

From there the conversation follows your script, because it comes from your rules. An example of what you may have written in your Book of Criteria:

• If the owner asks what their home is worth, the twin explains how you carry out a valuation and proposes the visit. It does not give a figure.
• If the owner already has the property with another agency, the twin asks on what terms and passes the case to you.
• If they ask about your fees and you have published them in your materials, it explains them as they are written. If they are not listed, it proposes discussing them with you.

When the call ends, you have an appointment in your diary.

The same ones you would set yourself if you were answering without having seen the property. It is worth writing them down as boundary rules and as red lines.

• It does not value a specific property. You do the valuation, after seeing it.
• It does not give opinions on legal, tax or financing matters. It explains that those answers are for you or for the right professional, and offers an appointment.
• It does not give information about other people: not about other buyers, not about the owner of a property, not about offers received.
• It does not negotiate a price or accept terms in your name.
• It does not describe a property with details that are not in your materials.

The last point has a basis in writing. What your twin tells a prospective client is your business's communication, and the Spanish Unfair Competition Act treats false information about a service, its features or its price as misleading. A floor area stated wrongly or a made-up timescale commits you.

When a question is not in its brain, the twin admits it, notes it down and passes it to you as a task. "What your digital twin does when it doesn't know something" explains how to prepare for those cases.

With three kinds of content.

Materials. A document that explains your sales process step by step, another with what your service includes, another with the areas you cover and the questions owners ask you most. A page per subject is enough.

Cases. In the capture sessions you tell real situations: the owner who wanted a price above the market, the buyer whose financing was not sorted out, the sale that fell through at the last minute. The rules come out of how you decided in each one.

Your way of speaking. Whether you are formal or informal, how you give bad news, which expressions you use and which you would never use. An owner who has spoken to your twin and then to you should not notice two different voices.

Cases are told without names, addresses or details that would let anyone be recognised.

That the first call is taken by your digital twin, an AI with your face and your voice. The twin says so in its first turn and its name ends in "Clon IA", as Article 50 of the EU AI Act asks. It is worth saying it on your website and in the appointment confirmation too, and explaining how to reach you in person.

"How to tell your clients they will be talking to your digital twin" has examples of how to word it.

An overseas buyer usually prefers the first conversation in their own language. Your twin can speak in your voice in more than 20 languages, and each one opens once you have listened to a sample and approved it. Before opening a language, check that someone you trust can read those conversations and that you can carry on the relationship in that language.

With one agent and one kind of conversation. Pick the call you repeat most, which for many agencies is the first contact with an owner, and prepare the brain for that call alone: the materials that explain your service, the cases that show how you decide and the limits listed above. Show the twin at level 1 to a few people you trust and note what they ask. Those questions tell you what is missing before a real owner asks them.

• Today: a twin with your face and your voice that handles demonstrations at level 1 and sales and discovery calls at level 2, on Google Meet, Teams, Zoom or in your Legathum room.
• Today: your Book of Criteria with your rules and your red lines, approved by you, and a booking page connected to your calendar.
• Today: the AI notice in the first turn, the name "Clon IA" and revocation with one click.
• In development: session types designed for estate agency work. Today the delivery session types are designed for consultancy.