How AI is becoming standard at VON POLL IMMOBILIEN

INTERVIEW WITH THE DIGITAL HEADS OF VON POLL IMMOBILIEN: WOLFRAM GAST, CHIEF DIGITAL OFFICER, and DURMUS AVCI, HEAD OF DIGITAL PRODUCTS AND INNOVATIONS

VON POLL IMMOBILIEN is one of the digital innovation drivers in the premium segment of the real estate industry. Artificial intelligence is no longer an experimental field, but an integral part of the business model. With targeted AI applications along the entire customer journey, the company is setting new standards in terms of efficiency and customer experience. In this interview, Chief Digital Officer Wolfram Gast and Head of Digital Products and Innovations Durmus Avci explain how AI is changing the everyday life of brokers, which tools are already in use - and how the broker profession will be redefined by AI in the coming years.

Mr. Gast, what role does artificial intelligence currently play in your company - more of an experimental field or already an integral part of the business model?

WOLFRAM GAST

Artificial intelligence has long been an integral part of our business model. For over two years, we have been using AI in a targeted manner to optimize internal processes and noticeably improve the customer journey for owners and buyers. This is no longer just about increasing efficiency in day-to-day brokerage, but about intelligent services that create real added value. Today, AI supports us in all relevant areas - from analysis and communication to decision-making - and is a key driver of our digital transformation. The focus is always on data protection, transparency and trust.

The digital minds at VON POLL IMMOBILIEN:
Wolfram Gast, Chief Digital Officer, and Durmus Avci, Head of Digital Products and Innovations
(Photo: von Poll Immobilien GmbH, from right to left)

Mr. Avci, where are you currently using AI tools specifically?

DURMUS AVCI

We are already using artificial intelligence in a variety of application areas - both through specialized technology partners and in the form of internally developed services that we provide to our corporate network. We follow a clear approach: AI should be used where it creates real added value - be it through efficiency gains for our brokers or through a noticeable improvement in the customer experience. Key areas of application include the automated creation of marketing materials, campaign texts and editorial content as well as AI-supported image processing - for example for digital home staging, visual enhancement of real estate photos, weather adjustment or targeted retouching.

WOLFRAM GAST

But AI is also becoming increasingly important in operational sales: from the automated creation of exposés and intelligent lead scoring to support in digital customer communication. We also use AI-supported avatars in the initial consultation phase, for example for interactive guide formats on the topics of property valuation, financing and the purchase process. Even the personal property presentation on our website is now supplemented by realistic, empathetic AI avatars. Our aim is not to view AI in isolation, but as an integral part of a digital ecosystem that combines data-based decisions, personalized communication and operational excellence. In doing so, we focus on pragmatic, value-creating use cases - while at the same time continuously expanding our technological and organizational expertise in this area.

Can you name specific AI-supported tools or services that have already been successfully implemented in your company?

DURMUS AVCI

We are currently working on a whole range of AI-supported applications that we are developing step by step and integrating into our day-to-day work. We are deliberately pursuing an iterative approach: we are starting with specific use cases, developing initial prototypes and testing them on a small scale. Feedback from our independent partners and our customers is continuously incorporated into further development. AI-supported image optimization for real estate photos, automated content for our social media channels and an AI-based dialogue service that answers common questions during initial contact are already in use. We are also using the first AI avatars to create video exposés and provide basic information on valuation and financing. Automated text generation for exposés and AI-supported lead scoring are now also part of our everyday work. A new AI function that we use transforms a single photo into a short property video - perfectly optimized for use on social media platforms.

What has been the biggest challenge so far during implementation?

WOLFRAM GAST

The added value for our customers is at the heart of our digital development. New technologies should not only optimize processes, but also enable more personal, efficient and reliable advice - along the entire brokerage process. The greatest challenge lies in the intelligent integration of new solutions into existing structures. In addition to technical requirements, it is primarily about creating acceptance in everyday life and offering real support for internal teams and independent real estate professionals. That's why we rely on an incremental approach rather than an immediate roll-out across the board. Through rapid iterations, practical tests and targeted further development, we only scale digital products once they are fully developed and tried and tested in practice. True to the motto "Integration is innovation", we integrate new technologies close to the everyday life of brokers - for practical, consistent and future-proof solutions.

Where do you see the greatest added value from automation using AI - in increasing efficiency or in customer loyalty?

WOLFRAM GAST

The two are closely linked - and that is precisely where our strategic added value lies. Our overriding goal is to offer owners and buyers the best possible service at all times. We focus everything we do on this. As a digital innovation driver in the premium segment, we want to set new standards along the entire customer journey. When it comes to increasing efficiency, artificial intelligence helps us to optimize internal processes in a targeted manner and deploy resources where they create real added value. Routine tasks such as creating exposé texts, image processing, initial consultation or lead qualification can be noticeably simplified through automation. This frees up brokers so that they can concentrate on their core competencies: providing personal advice, evaluating complex individual cases and building customer relationships based on trust.

DURMUS AVCI

At the same time, AI holds enormous potential for customer acquisition, retention and transactions. Digital services with real-time availability, personalized recommendations, AI-supported advice or virtual avatars ensure a modern, smooth and highly relevant customer experience - across all channels. Customers receive exactly the information they need faster - and at a service level that they perceive as individual, high-quality and contemporary. The greatest added value ultimately comes from the combination of both dimensions: Efficiency on the one hand and differentiation through better customer experiences on the other. AI is not an end in itself, but an instrument for intelligently combining the two - and thus securing competitive advantages in the long term.

How open are your independent license partners to the use of AI?

WOLFRAM GAST

As we have been working intensively on digitalization and technological innovation for several years, we are currently experiencing a high level of openness towards AI applications in our network. Traditional resistance, which often occurs during change processes, is hardly noticeable - not least because our partners act as independent entrepreneurs and have a correspondingly entrepreneurial, change-oriented mindset.

DURMUS AVCI

That's right, the real estate experts at VON POLL IMMOBILIEN are increasingly recognizing the concrete added value of AI-supported tools: they increase efficiency, reduce the workload in everyday life and offer real advantages in owner acquisition and in the sales process. AI is not perceived as an abstract technology, but as a practical tool with a direct impact on success. Many partners are among the early adopters, while others are following suit openly and pragmatically. Many optimization approaches come in part from the direct network. Our independent partners regularly send us new digital tools that they have discovered or tested.

But were there or are there also reservations, and how do you deal with them?

WOLFRAM GAST

Of course there are also some skeptical voices. We deliberately give them the space to initially follow new developments from an observer's perspective. As our partners act as independent sales representatives, they decide for themselves whether and when they want to use new tools. Our change approach is based on inspiration, tangible added value, success stories and concrete applicability. This approach ensures that new technologies are not only introduced in the network, but that their benefits are recognized, actively used and recommended to others.

Can you tell us what other AI-based functions or services are planned?

DURMUS AVCI

We are currently developing several AI-based functions that go beyond traditional automation. We are particularly focusing on the field of agentic AI - AI systems that not only respond to questions, but increasingly act independently, prioritize and provide proactive support. Our personal AI avatars in particular will be much more powerful in the future. They will not only provide information, but will also be able to engage in a genuine, value-adding dialog with owners and buyers - for example on topics such as valuation, financing, purchase decisions or sales support.

WOLFRAM GAST

Exactly, and at the same time we are working on providing owners with even more targeted support in the early decision-making phase with AI-supported services. Possible examples include data-based recommendations, interactive advice and personalized sales forecasts. The opportunities for prospective buyers to find their way around digitally, quickly and precisely are also being further expanded.

DURMUS AVCI

Last but not least, we are also focusing on internal digitalization at VON POLL IMMOBILIEN headquarters. Here, we are specifically promoting the use of AI among permanent employees - through training, coaching and specific use cases from everyday life. Our aim is to significantly increase understanding and application skills in dealing with AI. Because only if our teams recognize the potential and actively use AI in their day-to-day business can we make processes smarter, faster and of a higher quality. Our long-term goal is to strengthen AI expertise throughout the company - both at head office and in the network - in order to raise efficiency, innovative strength and customer focus to a new level.

Frankly speaking: Will AI redefine the brokerage profession in the coming years?

WOLFRAM GAST

Yes, the role of brokerage firms will change noticeably in the coming years - albeit not in the sense of a complete upheaval, but rather a clear evolution. Artificial intelligence will not replace the profession of real estate agent, but it will realign it. Processes will become more automated, access to information will become more transparent for customers and data-based decisions will become a matter of course

DURMUS AVCI

I take a similar view: in future, estate agents will have to differentiate themselves more strongly through their advisory skills, empathy and personal relevance - precisely those areas in which human quality remains indispensable. At the same time, they will be expected to offer digital services at the highest level. AI-based evaluation aids, virtual exposés, interactive decision assistants, personalized communication and even digital advice from avatars are becoming standard.

WOLFRAM GAST

The bottom line is that the estate agent of the future will be more of a digital consultant and data-driven problem solver than a pure intermediary. They will confidently use AI-supported tools to provide customers with better, faster and more targeted support - both on the seller and buyer side. A strategic realignment of brokerage companies is therefore essential: Technological expertise, digital infrastructure and continuous training are just as crucial to success as the ability to build genuine relationships and create trust. Those who manage to intelligently combine high tech and high touch will remain fit for the future, even in a market environment dominated by AI.

Thank you, Wolfram Gast and Durmus Avci, for this interesting interview.

Via this link you can watch a personal property presentation using the example of an exclusive villa with lake view by Wolfram Gast's AI avatar. Click on the play button at the top right of the AI highlight video: https://www.von-poll.com/de/expose/starnberg/villa-vivum--exklusive-neubauvilla-mit-seeblick-171001431697