Spotlight Interview : VerbaFlo

In our latest Spotlight Interview, we spoke with Sayantan Biswas, CEO, VerbaFlo.Sayantan talks about how conversational AI is reshaping communication across real estate.He highlights the growing importance of speed, consistency and data-driven insight as customer expectations rise and teams are stretched. “The idea was simple but ambitious: create an always-on digital sales and service layer for real estate. One AI platform that could sit across communication channels, handle conversations end to end, and give operators
a single, joined-up view of every prospect and resident. The goal wasn’t automation for the sake of it."

Q1- Can you share the origin story of VerbaFlo? What problem were you trying to solve when you founded the company in 2024?

VerbaFlo was founded in 2024 by Sayantan Biswas off the back of a familiar frustration.
In previous roles, Sayantan had helped build and scale tech-led businesses in student housing and proptech. One operation alone was handling hundreds of thousands of enquiries a year across websites, portals, WhatsApp, email and phone. The demand was there, but the system wasn’t coping. Adding more people only pushed costs up and made things messier. It didn’t fix the underlying problem.
Conversations were fragmented. Replies were inconsistent. Good leads were missed simply because teams were overloaded or working across disconnected tools. Staff spent most of their time answering the same questions again and again, with little visibility on what actually converted or why.

VerbaFlo was built to fix that gap. The idea was simple but ambitious: create an always-on digital sales and service layer for real estate. One AI platform that could sit across communication channels, handle conversations end to end, and give operators
a single, joined-up view of every prospect and resident. The goal wasn’t automation for the sake of it. It was about making sure every enquiry is acknowledged, understood and progressed, while giving operators measurable improvements in occupancy, revenue and team productivity.

Since launch, the results have been immediate. In the first 10 months, VerbaFlo has generated over £15M in additional revenue for customers, while saving over £10M in contact centre and software technology costs across clients. Today, 75% of conversations powered by VerbaFlo are fully handled by AI without human intervention, and the platform is live across 170k+ units.

Q2- How would you describe VerbaFlo’s platform to someone unfamiliar with conversational AI, what makes it unique compared to traditional chatbots or automation tools?

The easiest way to think about VerbaFlo is as a central AI communications platform for property managers.
 
It’s not a basic website chatbot that answers a few FAQs and hands off when things get complicated. VerbaFlo runs one AI brain across web chat, WhatsApp, email, SMS, Instagram and voice, managing real conversations wherever they happen.

It’s built specifically for multifamily real estate and student housing. That means it understands how to qualify leads, book viewings, guide prospects through applications, handle resident queries, and escalate to humans when judgement is needed. Crucially, it plugs into PMS, CRM and booking systems, so it’s not just chatting. It’s moving people through the lead-to-lease and resident lifecycle.

What really sets VerbaFlo apart is depth. The AI is trained around tenancy rules, contracts, guarantors, local regulations and seasonality. And the reporting is operator-focused. Instead of vanity metrics like chat volume, teams see occupancy impact, conversion rates, revenue influence and campaign performance. It doesn’t just answer questions. It orchestrates conversations and workflows end to end.

Q3- VerbaFlo collects a lot of conversational data across channels, how are customers using that data to inform decisions beyond communication (e.g pricing, marketing, occupancy forecasting)?

Most customers quickly realise that conversational data is one of their most underused strategic assets.
Because the platform centralises interactions across web, WhatsApp, email, SMS and voice, it allows operators to analyse what prospects and residents are actually saying at scale. That data is used in several ways:

● Pricing and revenue strategy
Patterns in conversations reveal where prospects push back on price, ask for discounts, or compare competing properties. Operators use these signals to refine pricing bands, promotional windows, and flexible tenancy options, aligning rates more closely with real-world demand and willingness to pay.

● Marketing and channel optimisation
VerbaFlo shows not just how many leads come from each channel, but which conversations ultimately convert. This helps teams reallocate budget towards campaigns and channels that generate high-intent, high-conversion enquiries, and refine messaging based on common questions and objections raised in conversations. VerbaFlo is laser-focused on delivering ROI.

● Occupancy forecasting and planning
Enquiry volume, time-to-decision, sentiment, and drop-off points give early insight into how a season might perform. In student housing , for example, early conversational data has highlighted where bookings would lag significantly behind previous cycles, signalling a conversion and confidence problem before it became fully visible in occupancy reports.

● Product and policy decisions
Repeated questions about payment structures, contract flexibility, add-on services, and building features become a live feedback loop. Operators use this to adjust product offering , resident experience initiatives, and policy communication, ensuring decisions are anchored in what their market is actually asking for.

As one central source of communication, VerbaFlo turns everyday conversations into structured intelligence that informs pricing, marketing strategy, product design, and long-term planning.

Q4- Real estate communication often happens across time zones and languages, how does VerbaFlo’s multilingual capability help operators scale globally?

Real estate and student housing now operate on a global stage. Prospective residents may be searching for a property in one country while living, studying, or working in another, often communicating in their native language and outside local office hours. In fact 60% of communication in VerbaFlo happens out of office hours.
VerbaFlo’s multilingual and omnichannel capabilities are designed specifically for this context:

● The platform can support conversations in 180+ languages, allowing students, parents, and working professionals to engage in the language they are most comfortable with, whether via web chat, WhatsApp, or other messaging channels. On voice, the AI can support 12+ languages.

● A single AI layer maintains context across channels and languages. A prospect may start a conversation in Spanish on WhatsApp, continue in English over email, and later call a voice line, VerbaFlo keeps track of the full journey so they are not forced to repeat information.

● For operators running lean central teams, VerbaFlo acts as a 24/7 first line of response across time zones, answering routine and complex questions consistently and escalating only those cases that need human judgement.

This combination of multilingual support, channel continuity, and always-on availability enables operators to scale globally without duplicating support structures for every geography. It improves accessibility for international residents while preserving operational control and consistency for the brand.
 
Q5- What are the next big milestones or innovations VerbaFlo is aiming for in 2026 and beyond, both in technology evolution and in market expansion?

The direction of travel is already very clear, and it’s happening faster than many operators expected.

We are already seeing operators ditch traditional CRMs entirely and replace them with VerbaFlo, while still integrating tightly with their PMS. That’s a big shift. VerbaFlo is no longer just a communication layer sitting on top of existing systems; it’s becoming a core part of the systems architecture. By consolidating conversations, workflows and intelligence in one place, operators are simplifying their tech stacks, reducing duplication, and removing a lot of manual admin that previously sat with frontline teams.

That streamlining has a direct people impact. By automating follow-ups, logging, qualification, reporting and repetitive tasks, teams are freed up to focus on judgement, relationships and higher-value work rather than inbox management or basic responses.

From a channel perspective, expansion is well underway. We’ve recently added SMS, and Meta Messaging on Instagram and Facebook is next. The goal is simple: wherever prospects and residents choose to communicate, VerbaFlo is there, with full context and continuity.
A major focus moving into 2026 is democratising AI. Instead of AI being something that only product teams control, VerbaFlo allows operators to create, personalise and deploy their own use cases. We’re currently at around 43+ live use cases, covering sales, lettings, resident services, finance and operations, and that number will continue to grow. Each new use case takes more operational load off teams while keeping control in the hands of the operator.

Ultimately, VerbaFlo’s ambition is to become the intelligent operating layer that connects people, systems and decisions. Fewer tools, fewer handovers, less admin, and far more clarity on what is actually driving occupancy, revenue and performance.