Metrovacesa Launches MiA, an AI Agent powered by Google Cloud and Making Science, to Improve Customer Experience Efficiency by Almost 40%

• Powered by Generative AI, MiA offers comprehensive, personalized, and real-time support capable of managing high volumes of customers.
• In its first months of implementation, the tool has significantly reduced the average customer service time, streamlining the resolution of inquiries and the purchasing process.

Madrid, September 25, 2025 - Metrovacesa, a leading Spanish real estate developer, has developed MiA leveraging Google Cloud technologies and Making Science support. MiA is a conversational virtual agent based on Generative AI that optimizes contact qualification and the sales process. Since its launch, it has provided real-time multilingual service, expanded management capacity, and improved operational efficiency.

Metrovacesa puts the client at the center of its strategy, accompanying them at every stage of the sales process-from the initial contact to the delivery of their home-and guaranteeing comprehensive support throughout the journey. The collaboration with Google Cloud, and Making Science has helped Metrovacesa boost technological efficiency, enhance the user experience, and solidify its commitment to driving the digital transformation of the real estate sector.

With the implementation of MiA, the entire process has been optimized. MiA is an AI system, available 24/7, that understands the real estate context, learns from each interaction, makes real-time decisions, and cross-references information with authorized sources. The application allows, after informing the user, the complete recording of the conversation, so that the sales team has the context and the needs expressed by the user, turning that knowledge into a strategic asset for the commercial relationship and decision-making.

Since its launch, MiA has reduced the average customer service time on these channels by 38%. When a sales agent contacts a lead, the lead has already been qualified, and their needs are clear, allowing the call to focus directly on what the client is interested in. The contacts obtained during the first weeks of MiA's operation have translated into a potential business volume of 90.7 million euros.

Metrovacesa has integrated MiA into its main lead generation channels offering immediate and consistent service from the beginning. Its design allows it to manage different user flows from real estate portals and website visitors.

A New Way to Understand Customer Needs

"MiA has improved the way we approach our customers. It allows us to better understand the needs of those looking for a home and to provide them with high-quality service, which is reflected in the results of our user surveys," says Carmen Chicharro, Metrovacesa's Director of Commercial, Marketing, and Innovation. "77% of users rated its usefulness and ease of use with a score of 8.75 out of 10. As an innovative company, this project is part of our roadmap to continue incorporating Generative AI and building lasting relationships with our clients. The collaboration with Making Science and Google Cloud has been key to the development of MiA," she adds.

"This project is a tangible example of how Generative AI, combined with our experience in digital transformation and multi-agent architectures, can generate real value in traditional sectors. With MiA, we have not only managed to improve customer service more quickly and scalably but have also created a new benchmark in the Spanish real estate sector, establishing a robust technological foundation for Metrovacesa's future," says Álvaro Verdeja, COO - Cloud, AI, Cybersecurity, and Development at Making Science.

"The MiA project is a clear example of how Google Cloud's AI, combined with the expertise of partners like Making Science, can generate value in the real estate industry. Metrovacesa can now drive toward innovation, transforming its business and its clients' experience in a significant way leveraging our state-of-the-art AI technologies," says Javier Martinez, Customer Engineer Manager for Google Cloud Spain and Portugal.

A Source of Strategic Business Insights

In its first few months, MiA has managed hundreds of conversations that offer key information for Metrovacesa. 65% of users start the interaction by asking for information about a development or a specific home, while 18% have already made a decision and directly request a visit, which accelerates the sales cycle. 33% of user conversations with MiA take place outside of business hours, and 23% occur on weekends. These insights make it possible to optimize lead generation investments, prioritize the most profitable channels, adapt and directly target digital marketing campaigns to a more qualified audience, and allow the team to focus on higher-value commercial tasks instead of administrative ones.

The project was developed in three months entirely on Google Cloud, using the Vertex AI platform. The knowledge base is updated daily, ensuring the information is always current. The data managed by MiA is orchestrated and stored on Google Cloud for advanced analysis and is integrated with the corporate CRM for protection of customer data.

As a Google Cloud Premier partner with more than 5 specializations, including GenAI and Security, Making Science offers its clients advanced AI and data analysis solutions to optimize processes and enhance the customer experience. For MiA, full integration with Metrovacesa's technological ecosystem and a multi-agent architecture have made it possible to create an automated support service that combines speed, personalization, and full traceability of interactions, setting a new benchmark for the use of Generative AI in the Spanish real estate sector.