AAPP002-4-2-IAI

INTRODUCTION TO ARTIFICIAL INTELLIGENCE

GROUP ASSIGNMENT

INTAKE:

HAND-IN DATE: 21 AUGUST 2024 | HAND-OUT DATE: 1 NOVEMBER 2024

GROUP MEMBER DETAILS

NO NAME TP NUMBER

1 Tham King Joe TP072535

2 Wilson Tan Jun Yuan TP072665

3 Tancel Raj TP072214

4 Enoch Kok Jia Xian TP068941

5 Gabriel Tan Jun Rui TP072749

INSTRUCTIONS

• Submission is to be made via Moodle.

• Convert the document file into PDF.
• Only 1 group representative is required to make the submission.
• Before the submission, please make sure that you already enrolled yourself in
the Moodle Group List. Any students who are not belong to any group; ZERO (0)
mark
Table of will .......................................................................................................................................
Contents be given. 2
• Late submission is unacceptable. Kindly proceed with the EC application.
1.0 Abstract (Group Task) ........................................................................................................................... 3

1.1 Introduction to Expert System .......................................................................................................................3

1.2 Purpose of the Assignment ............................................................................................................................3

1.3 Brief Explanation of the Proposed Chatbot Application ................................................................................3

2.0 Problem Specification ........................................................................................................................... 4

2.1 Problem Statement (Individual Task).............................................................................................................4

2.1.1 Difficulty in Scheduling Property Viewings – Tham King Joe .................................................................4
2.1.2 Overwhelming Property Search Process - Wilson Tan Jun Yuan ...........................................................5
2.1.4 First-Time Homebuyer Guidance - Gabriel Tan Jun Rui .........................................................................6
2.1.5 Uncertainty in Future Property Value Investment Potential – Enoch Kok Jia Xian ...............................6

2.2 Benefits of the Proposed Solution (Group Task) ............................................................................................7

3.0 Knowledge Acquisition ....................................................................................................................... 10

3.1.2 Expert System in Automated Property Valuation – Wilson Tan ..........................................................11

3.1.3 Expert System in ...................................................................................................................................12
3.1.4 Expert System for .................................................................................................................................12
3.1.5 Expert System in Market Trend and Investment Analysis – Enoch Kok Jia Xian ..................................13

3.2 Chatbot Application Review (Individual Task) .............................................................................................15

4.0 Knowledge Representation (Group Task) ............................................................................................. 21

5.0 Implementation (Group Task) ............................................................................................................. 21

5.1.1 Training the Chatbot: Input Data and Strategy ....................................................................................22

5.1.2 Complete Chatbot Conversation Demonstration ................................................................................25

5.2 User Acceptance Testing (Survey) ................................................................................................................35

6.0 Conclusion (Group Task) ..................................................................................................................... 41

7.0 References (APA Format) .................................................................................................................... 41

8.0 Appendices ........................................................................................................................................ 41

1.0 Abstract (Group Task)
1.1 Introduction to Expert System
An expert system is a type of artificial intelligence that simulates the decision-making
capabilities of a human expert in a particular domain. These systems are built using a
knowledge base, combining facts, rules, and heuristics to solve problems or offer
recommendations in specific fields such as healthcare, real estate, and customer service. By
automating expertise, expert systems provide valuable insights and advice, making them
highly useful in complex decision-making scenarios.

1.2 Purpose of the Assignment

The purpose of this assignment is to develop an expert system via a chatbot called
Appointwise, which is designed to solve a specific problem within the real estate domain.
Appointwise will leverage AI techniques to deliver expert-level property recommendations
and scheduling services, allowing users to interact with the system for personalized real
estate guidance. The assignment demonstrates the practical application of artificial
intelligence by integrating knowledge representation and decision-making into a
conversational interface.

1.3 Brief Explanation of the Proposed Chatbot Application

Appointwise is a chatbot designed to assist users with real estate-related tasks, primarily
focusing on property recommendations, valuation, and appointment scheduling for
property viewings. By analyzing user preferences such as budget, location, and property
type, Appointwise provides tailored suggestions and schedules viewings based on
availability. The chatbot mimics the role of a real estate advisor, offering valuable insights
into the market while ensuring seamless communication between potential buyers and real
estate agents. This project showcases how an AI-powered chatbot like Appointwise can
simplify property search processes, improve user experience, and offer expert-level advice
in real-time.
2.0 Problem Specification
2.1 Problem Statement (Individual Task)
2.1.1 Difficulty in Scheduling Property Viewings – Tham King Joe
One of the recurring challenges faced by buyers and real estate agents alike in the
Malaysian property market is the difficulty in efficiently scheduling property viewings.
Particularly in bustling urban centers like Kuala Lumpur, Penang, and Johor Bahru, the
competition for desirable properties can be intense. Buyers often have constrained
schedules due to work commitments, while agents must juggle multiple clients, each with
unique preferences and availability. This creates a logistical nightmare, where scheduling
conflicts, delays, and last-minute cancellations are all too common. A report by
PropertyGuru found that 65% of Malaysian property seekers value prompt and flexible
scheduling options, yet many reported frustration due to the inefficiency of traditional
communication methods, such as phone calls or email exchanges.

In a fast-moving real estate market, especially in metropolitan areas where properties are
snapped up within days, these delays can result in missed opportunities. Time-sensitive
buyers may lose the chance to secure a property that meets their needs, while agents find
themselves overwhelmed by the administrative burden of coordinating multiple viewings.
Additionally, miscommunication or missed appointments can strain relationships between
buyers and agents, further complicating the transaction process.

Appointwise, by automating the entire scheduling process, offers an elegant solution to this
widespread problem. The chatbot will not only streamline the scheduling of property
viewings but also ensure seamless communication between all parties. By integrating with
the calendars of both buyers and agents, Appointwise can propose available time slots that
suit both parties, send automated confirmations, and issue timely reminders ahead of the
appointment. This will drastically reduce no-shows and minimize the need for manual
rescheduling. In the event of a conflict, the chatbot will efficiently handle changes, allowing
both buyers and agents to adjust their plans without the back-and-forth usually associated
with manual scheduling.

In Malaysia’s dynamic real estate market, where time is often of the essence, such
automation can make a significant difference. Not only does this system alleviate the
workload for agents, allowing them to focus on more value-added tasks, but it also provides
buyers with a smoother, more user-friendly experience. Ultimately, by reducing delays and
improving communication, Appointwise can help expedite property transactions and ensure
that buyers have the opportunity to view properties in a timely manner, thereby improving
overall market efficiency.
 2.1.2 Overwhelming Property Search Process - Wilson Tan Jun Yuan
The property search process in Malaysia can be overwhelming, especially for buyers navigating
rapidly expanding cities such as Kuala Lumpur and Johor Bahru. With thousands of listings spread
across various platforms like iProperty, PropertyGuru, and Mudah.my, buyers often struggle to filter
properties that meet their specific needs. A 2020 survey by iProperty found that 44% of Malaysian
buyers were stressed by the volume of property listings and cited difficulties in narrowing down
options due to limited filtering tools. This results in buyers spending significant time sifting through
irrelevant properties, which adds to the stress of an already complex process.

Chatbots can provide an intelligent solution to this problem by offering personalized search
assistance. By gathering information on a buyer’s preferences—such as budget, location,
property size, and specific features—chatbots can curate a tailored list of properties that
meet the user’s exact criteria. They can filter out irrelevant listings and provide up-to-date
recommendations based on real-time market data. This saves buyers time and reduces the
cognitive load associated with navigating thousands of listings. In Malaysia’s diverse real
estate landscape, where properties vary greatly in price, location, and features, a chatbot
can help streamline the search process, making it more manageable and efficient for buyers.

2.1.3 Lack of Accurate Property Valuation - Tancel Raj

Accurate property valuation is a critical issue in Malaysia’s real estate market, particularly in
regions experiencing rapid development. Buyers and sellers alike often struggle to
determine the true value of a property, resulting in frequent pricing disputes. Sellers who
overestimate the value of their property risk having it sit on the market for extended
periods, while those who undervalue their property may miss out on potential profits.
Similarly, buyers may overpay for a property if they do not have access to accurate valuation
tools, leading to financial strain. According to a report by CoreLogic, around 25% of homes
in Malaysia are either overvalued or undervalued by at least 5%, highlighting the need for
better valuation mechanisms in the market.

The challenge of property valuation is exacerbated in areas undergoing significant

development, such as Kuala Lumpur’s expanding MRT line or Johor Bahru’s Iskandar
Malaysia project. These infrastructure projects can cause property values to fluctuate
rapidly, making it difficult for both buyers and sellers to keep pace with current market
conditions. Moreover, traditional methods of valuation, which often rely on historical data
or general market trends, may not reflect the true value of a property in a rapidly changing
market.

Chatbots equipped with AI and machine learning algorithms offer a robust solution to the
problem of inaccurate property valuation. By analyzing a variety of data points, including
historical sales, market trends, and property-specific features, chatbots can generate real-
time property valuations. This allows both buyers and sellers to make more informed
decisions, reducing the likelihood of disputes and speeding up the transaction process. By
offering transparent, data-driven insights into property values, chatbots help bring greater
clarity and accuracy to the real estate market, improving the overall efficiency of
transactions in Malaysia’s dynamic real estate landscape.

2.1.4 First-Time Homebuyer Guidance - Gabriel Tan Jun Rui

First-time homebuyers in Malaysia often struggle with the complexities of the property-
buying process. From understanding mortgage options to navigating legal contracts, there
are many steps that can overwhelm buyers, particularly those unfamiliar with the real
estate market. Malaysia’s various government-backed schemes like PR1MA and MyHome
further complicate the landscape, as buyers must determine eligibility and understand how
to apply for these programs. A 2021 PropertyGuru survey revealed that 58% of first-time
homebuyers felt unprepared for the financial and legal intricacies of buying a home, often
citing confusion around loan eligibility and legal documentation as major obstacles.

Chatbots can play a key role in simplifying this process by offering real-time guidance and
personalized advice. By breaking down complex financial terms and legal jargon into simple
language, chatbots can help first-time buyers understand the steps involved in purchasing a
home. They can also provide tailored advice based on the buyer’s financial situation, helping
users choose the right mortgage and understand the legalities of contracts. Additionally,
chatbots can offer insights into Malaysia’s unique homeownership schemes, guiding buyers
through the process of applying for government programs. With this assistance, chatbots
can make the home-buying experience smoother and less intimidating, empowering first-
time buyers to make confident, informed decisions.

2.1.5 Uncertainty in Future Property Value Investment Potential – Enoch Kok Jia Xian
For both homebuyers and real estate investors in Malaysia, predicting the future value of a
property is a major concern. The real estate market is influenced by a variety of factors,
including regional development projects, economic shifts, and government policies such as
the Malaysia My Second Home (MM2H) program. For example, large-scale projects like the
Iskandar Malaysia development in Johor have attracted significant investor interest, but
many remain uncertain about the long-term appreciation potential of properties in the
region. A PwC study found that 45% of Malaysian real estate investors were concerned
about the future value of their investments, citing unpredictability in market conditions as a
primary factor.

This uncertainty is particularly problematic for investors looking to maximize returns or

homebuyers seeking assurance that their property will appreciate over time. Many rely on
anecdotal evidence or outdated market data when making decisions, leaving them
vulnerable to financial losses. Without reliable tools to predict future property values,
buyers and investors often struggle to assess the long-term potential of their purchases.
Chatbots, integrated with predictive analytics, can address these concerns by providing
data-driven insights into future property values. By analyzing historical trends, current
market conditions, and regional development plans, chatbots can offer projections of
property appreciation or depreciation. This helps buyers and investors assess the long-term
value of a property, enabling them to make smarter investment decisions. For investors,
chatbots can also provide insights into rental yields and neighborhood growth potential,
helping them identify areas with strong investment prospects. In Malaysia’s rapidly changing
real estate market, the ability to predict future property values is a valuable tool that can
reduce uncertainty and increase confidence in property purchases.

2.2 Benefits of the Proposed Solution (Group Task)

The integration of Appointwise, an intelligent real estate chatbot, into the Malaysian
property market brings a wide array of benefits that can revolutionize the way real estate
transactions are managed and experienced. This system not only enhances operational
efficiency for real estate agents but also provides a more streamlined, personalized, and
data-driven approach to property search, valuation, and decision-making for buyers, sellers,
and investors.

One of Appointwise’s primary advantages is its ability to automate repetitive tasks, such as:
• Scheduling appointments.
• Sending reminders.
• Following up with potential buyers.

By automating appointment bookings, reminders, and follow-up messages, the chatbot

frees up agents’ time to focus on higher-value activities, such as closing deals, negotiating
contracts, or providing detailed consultations. This not only reduces the administrative
burden on agents but also ensures that buyers and sellers receive timely communication
and support, which in turn enhances the overall customer experience.

Moreover, Appointwise offers the ability to classify customers based on their needs. By
engaging users in conversation and asking the right questions, the bot can intelligently
assess whether a customer is looking for a family home, an investment property, or another
real estate service. This capability to self-identify customer goals reduces the time wasted
on irrelevant inquiries and ensures that customers are connected with the right agents
based on their specific requirements. For example, a family seeking a new home will be
directed to an agent specializing in residential properties, while an investor will be matched
with an agent experienced in commercial properties and investment portfolios. This level of
precision helps real estate agencies make the best use of their agents' expertise, improves
customer satisfaction, and boosts overall productivity.

Buyers often find it challenging to navigate the abundance of property data. Appointwise
provides real-time recommendations based on:
− Budget.
− Location.
− Specific property features (e.g., proximity to schools, transport).

By delivering targeted information in real time, the chatbot helps buyers make quicker and
more informed decisions, reducing the time spent on property searches and enhancing the
relevance of listings presented to each buyer. This not only improves the efficiency of the
property-hunting process but also enhances the overall experience, ensuring that customers
feel supported throughout their journey.

In addition to streamlining the buyer’s journey, Appointwise contributes to greater

transparency and accuracy in real estate transactions. One common pain point in real estate
deals is the uncertainty surrounding property values, especially in regions where market
dynamics can change rapidly. By leveraging data analytics and AI-powered tools,
Appointwise can offer accurate property valuations and pricing insights, allowing both
buyers and sellers to engage in more informed negotiations. This data-driven approach
reduces the likelihood of pricing disputes and ensures that properties are fairly priced based
on the latest market trends. Transparency in pricing not only builds trust between buyers
and sellers but also accelerates the decision-making process, leading to quicker and
smoother transactions.

For first-time buyers or those unfamiliar with the complexities of the real estate process,
Appointwise acts as a digital guide that simplifies complicated processes such as financing,
legal documentation, and regulatory compliance. The system provides clear explanations of
mortgage options, down payment requirements, and other financial considerations that
often overwhelm inexperienced buyers. By offering step-by-step guidance, the chatbot
helps first-time buyers navigate the real estate market with greater confidence, reducing
the risk of mistakes or delays caused by misunderstandings. This level of support makes
homeownership more accessible and less intimidating, particularly in Malaysia, where
various government schemes and financial products are available to support new buyers.

For real estate investors, Appointwise delivers long-term value by providing insights into
market trends and investment potential. Investors often need to analyze multiple factors,
such as neighborhood growth, infrastructure development, and rental yields, to determine
whether a property is a good investment. The system’s ability to gather and analyze data
related to these factors ensures that investors receive timely and relevant information to
make informed decisions. By helping investors identify properties with strong appreciation
potential or high rental demand, Appointwise can significantly improve the quality of
investment decisions and long-term profitability.

Beyond individual transactions, Appointwise also contributes to the overall efficiency and
productivity of the real estate market. By automating routine tasks, providing accurate data,
and streamlining communication between parties, the system fosters a more seamless and
responsive market environment. Real estate agents, buyers, sellers, and investors all benefit
from reduced friction in the buying and selling process, leading to higher satisfaction and
faster transaction times. This efficiency is particularly valuable in a fast-growing and
competitive market like Malaysia, where timing and access to reliable information can make
the difference between closing a deal or losing an opportunity.

In summary, Appointwise introduces substantial benefits that address the needs of real
estate professionals and consumers alike. From automating administrative tasks and
offering personalized property recommendations to providing accurate data and long-term
investment insights, the system enhances every step of the real estate process. By
streamlining operations, improving decision-making, and supporting first-time buyers,
Appointwise is poised to become an essential tool in Malaysia’s evolving real estate
landscape. The result is a more efficient, transparent, and customer-centric approach to
property transactions that benefits everyone involved.
3.0 Knowledge Acquisition
3.1 Expert System in [Chosen Domain] (Individual Task)
3.1.1 Expert System in Scheduling Property Viewings – Tham King Joe

Speedhome is a perfect illustration of how an expert system can effectively address the
difficulties connected to setting up property viewings by automating and streamlining the
entire process. By enabling clients to easily select viewing times from open slots while
getting real-time appointment notification.

Here are a few ways in which an expert system for scheduling property viewings can help
real estate agents create a more seamless and efficient experience:

• Automated Appointment Creation: Tenants can select from a variety of available

viewing times using Speedhome's effortless, automated system. There is no need for
manual coordination because the system generates and confirms the appointment
instantly upon selection. Traditional scheduling techniques often result in missed
opportunities and delays, which the automation prevents.

• Real-Time Scheduling: Speedhome reduces scheduling conflicts by showing real-

time availability, which guarantees that agents and tenants have access to the most
recent time slots, particularly in fast-paced urban markets where properties are in
high demand which would ultimately results in higher conversion rate.

• Convenience and Efficiency: Agents and landlords may concentrate on high-priority

duties like property showings and customer follow-ups since the automated
scheduling procedure greatly reduces their administrative workload. Without having
to wait for manual confirmations, the technology gives tenants a quicker and more
flexible method to schedule property viewings.

• Reducing No-Shows and Cancellations: By automatically reminding both parties, the

technology lowers the possibility of missing appointments. Speedhome's technology
makes it possible to instantly reschedule in the case of schedule changes, which
increases process flexibility and user friendliness.
 Figure 1: Speedhome Automated Appointment system

In conclusion, by offering real-time availability, scheduling appointments automatically, and

sending reminders, Speedhome's automated viewing solution effectively addresses the
typical scheduling issues in the real estate industry. In quick-moving real estate markets,
these features minimize lost chances and raise client satisfaction by streamlining the
procedure, cutting down on manual communication, and increasing overall efficiency.
Speedhome greatly increases transaction efficiency in Malaysia's real estate market by
automating crucial operations that meet the changing demands of both buyers and brokers.

3.1.2 Expert System in Automated Property Valuation – Wilson Tan

2. Automated Property Valuation System

Expert System Role: This system provides real-time property valuations based on market
trends, historical sales data, and property-specific features. It helps buyers, sellers, and
agents make informed decisions by giving accurate and up-to-date property prices.

Software Example: Redfin Estimate

Redfin Estimate is a property valuation tool that uses a proprietary algorithm to analyze
data from millions of home sales. It provides an estimate of a home’s current market value
by comparing it to similar properties.

Key Functions:

• Analyzes historical data and current market conditions to estimate property values.

• Provides buyers and sellers with pricing insights to facilitate negotiations.

• Offers transparency in property valuation, reducing pricing disputes.

 3.1.3 Expert System in Mortgage and Financing Advisory – Tancel Raj

3. Mortgage and Financing Advisory System

Expert System Role: This system advises users on mortgage options, loan eligibility, and
financing based on their financial profile. It compares mortgage products, interest rates, and
government schemes to provide the best loan options.

Software Example: Bankrate Mortgage Calculator

Bankrate’s mortgage calculator helps users calculate potential monthly payments and
understand how different mortgage options affect their finances. It offers advice on various
loan types and repayment schedules.

Key Functions:

• Guides users through mortgage comparisons and loan eligibility.

• Provides real-time interest rates and payment estimates based on user input.

• Suggests the best financing options for different financial situations.

3.1.4 Expert System for Legal and Regulatory Advisory System – Gabriel Tan
4. Legal and Regulatory Advisory System

Expert System Role: This system assists users in understanding the legal processes involved
in property transactions. It helps both local and foreign buyers navigate regulations,
including taxes, transfer of ownership, and legal documentation.

Software Example: DocuSign for Real Estate

DocuSign provides a platform for electronic signatures and contract management, helping
real estate professionals and buyers handle legal documents securely. It ensures compliance
with legal standards and simplifies the document signing process.

Key Functions:

• Offers guidance on legal documentation such as the Sale and Purchase Agreement
(SPA) and transfer of title.

• Ensures users comply with property laws and regulations.

• Automates the management of legal documents, reducing the time needed to

process transactions.
 3.1.5 Expert System in Market Trend and Investment Analysis – Enoch Kok Jia Xian
CoreLogic Real Estate Analytics is a leading expert system in the real estate industry,
designed to provide data-driven insights and analytics on market trends, property values,
and investment potential. It operates as an expert system by leveraging vast amounts of real
estate data and applying sophisticated algorithms and machine learning techniques to
deliver actionable insights to real estate professionals, investors, and market analysts.

Figure 2: CoreLogic Dashboard

As the real estate market is constantly fluctuating, it is crucial for investors and professionals
to have access to reliable data that can forecast trends and provide accurate information for
making informed decisions. CoreLogic serves this purpose by offering detailed property
data, risk management insights, and market trend predictions, thus enabling users to
navigate the complex landscape of real estate investments with confidence. The system’s
ability to analyze historical data and predict future outcomes makes it an essential tool for
market trend analysis and investment strategy formulation.

CoreLogic operates as an expert system by collecting, analyzing, and processing large

volumes of real estate data. The system integrates various data sources, including historical
property transactions, sales, tax records, and demographic information, to create
comprehensive datasets that provide a clear picture of market trends.

1. Data Collection and Integration: CoreLogic gathers data from a wide variety of
sources, including government records, MLS (Multiple Listing Services), tax
assessments, property listings, and geographic information systems (GIS). The
platform also incorporates external data sources such as mortgage information,
consumer credit data, and insurance data to provide a holistic view of the real estate
landscape. This extensive data collection is key to the accuracy and depth of the
insights it offers.

2. Predictive Algorithms and AI: The core of CoreLogic’s functionality lies in its
predictive algorithms. The system uses machine learning models to analyse historical
trends and predict future market behaviours. For instance, it can estimate property
values, forecast market demand, and even predict risks such as foreclosure
 likelihoods or property depreciation. By using historical data as the foundation, the
expert system can provide projections that help investors make decisions based on
likely future outcomes.

3. Market Intelligence and Risk Assessment: One of the most significant aspects of
CoreLogic is its ability to assess market risks and offer data-driven recommendations.
The system provides insights into market volatility, regional property trends, and
neighbourhood-level analysis. Investors can use this information to identify high-risk
markets or discover areas with high growth potential. This helps reduce uncertainty
in investment decision-making by offering data-backed projections.

4. User Accessibility and Customization: CoreLogic’s analytics are not limited to pre-
defined reports. Users can access customized analytics and generate reports specific
to their needs. For example, real estate developers can use the system to analyse
market saturation, while individual investors may use it to evaluate the potential
return on investment for specific properties.

Figure 3: Market Trends Report Example from CoreLogic

Applications and Use Cases:
CoreLogic’s platform has been successfully implemented in numerous real estate scenarios
to provide valuable market insights. For instance, real estate investors rely on CoreLogic to
identify emerging market opportunities by analysing regional price trends, sales velocities,
and population growth patterns. This can help in forecasting which areas are likely to
appreciate and offer higher returns on investment.

Another important application is risk management. CoreLogic’s risk scoring models help
investors evaluate the likelihood of risks such as property depreciation, flood risks, or
mortgage defaults in a given region. This allows investors and real estate professionals to
mitigate risks before they affect investment portfolios.

Additionally, mortgage lenders and financial institutions use CoreLogic’s expert system to
assess property values and the financial health of potential borrowers. This helps streamline
loan approval processes by ensuring that accurate valuations are made quickly and
efficiently.
3.2 Chatbot Application Review (Individual Task)
3.2.1 Review of Chatbot 1 - Zillow Premier Agent Chatbot (Tham King Joe)

Zillow Premier Agent Chatbot is a real estate chatbot designed to assist agents in answer
questions from prospective buyers, arrange property tours, and gather crucial buyer data.
This chatbot enhances the communication process, streamlining interactions between
agents and prospective buyers.

Here are some of the key features of the Zillow Premier Agent Chatbot:

• Instant Lead Response: As soon as a buyer expresses interest in a property, the

chatbot starts a conversation. By asking consumers questions about their preferred
viewing style, budget, and particular property requirements, it helps realtors quickly
obtain crucial information.
• Property Viewing Scheduling: The chatbot efficiently schedules property viewings by
coordinating available time slots between buyers and agents. It also sends
automated reminders to both parties to minimize scheduling conflicts and reduce
no-shows.

• Lead Qualification: By gathering buyer preferences and essential details upfront, the
chatbot helps agents prioritize high-quality leads. This allows agents to allocate their
resources toward the most promising clients.

• Seamless Integration with CRM: The chatbot integrates seamlessly with the agent’s
Customer Relationship Management (CRM) system, ensuring that all lead
interactions and details are documented for future follow-ups and analysis.

Benefits for Real Estate Agents:

• Efficiency: The Zillow Premier Agent Chatbot automates much of the initial
communication process, allowing agents to focus on more complex tasks, such as
property negotiations or in-person meetings.

• 24/7 Availability: The chatbot ensures that inquiries are always addressed, even
during non-working hours, which is especially valuable in fast-moving real estate
markets.

• Improved Client Engagement: By responding instantly to inquiries, the chatbot helps

maintain buyer engagement, reducing the likelihood that potential clients will seek
assistance from competitors.
 Figure 1: Zillow Premier Agent Chatbot

In conclusion, The Zillow Premier Agent Chatbot is an excellent tool for real estate agents
looking to enhance their lead management and property viewing processes. By automating
responses, scheduling appointments, and qualifying leads, it saves agents time and ensures
that buyers receive timely and consistent attention. However, for more complex or
personalized interactions, human oversight may still be necessary to maintain a
personalized touch.

3.2.2 Review of Chatbot 2 - Siri (Gabriel Tan Jun Rui)

Siri is an AI chatbot or more accurately a virtual machine for all of Apple’s operating systems
that serves as a voice assistant for Apple users. It uses voice recognition through the
device’s speaker to receive the user’s input/request and will subsequently provide the
appropriate information from certain apps relevant to the user's input. It also helps users to
manage details on certain apps within the device like calling someone or drafting a text
message. Here’s an example:

3.2.3 Review of Chatbot - [Tancel Raj]

Character.ai, sometimes referred to as c.ai or Character AI, is a neural language model
chatbot service that was built by both Noam Shazeer and Daniel De Freitas, former Google
LaMDA developers. The chatbot specialises in mimicking the personalities of fictional
characters to produce text responses that resemble the character and engage in contextual
dialogue with the user for entertainment purposes.

Here are some features of Character AI:

 •

3.2.4 Review of Chatbot - [Team Member 4]

3.2.5 Review of Chatbot: Mitsuku - Enoch Kok Jia Xian

Mitsuku, now known as Kuki, is an award-winning chatbot developed by Steve Worswick
using Pandorabots AI technology. It is designed to engage users in conversational
interactions on a wide range of topics, from casual chatting to answering questions and
providing emotional support. Mitsuku has won the prestigious Loebner Prize Turing Test
multiple times, making it one of the most human-like conversational AI chatbots in
existence.

The chatbot has been continuously improved since its initial release and is available across
multiple platforms such as Facebook Messenger, Kik, Telegram, and its web interface. It
uses natural language processing (NLP) to understand user inputs and generate coherent,
context-aware responses.

Core Features:
Engages in Casual Conversations: Mitsuku is designed to chat with users on a wide variety
of topics. It can maintain a casual conversation on nearly any subject, whether it's about
current events, personal stories, or abstract questions. This wide-ranging capability allows
Mitsuku to entertain users while appearing as a virtual companion.

Humor and Empathy: One of the standout features of Mitsuku is its ability to incorporate
humor and empathy into conversations. It can recognize when users might need emotional
support or when they are trying to engage in light-hearted conversation. This allows
Mitsuku to adapt its responses and interact in a way that feels more natural and human-like.

Emotional Intelligence: Mitsuku has been programmed with some level of emotional
understanding, where it can identify when users express feelings like sadness, anger, or
happiness, and respond accordingly.

Cross-Platform Integration: Mitsuku is available on multiple platforms, such as Facebook

Messenger, Kik, Telegram, and more. It can be accessed via desktop or mobile, making it
highly versatile and accessible to a large user base.

Mitsuku is highly engaging due to its humour and its ability to discuss a wide variety of
topics. Users can spend hours interacting with the chatbot without feeling like they are
conversing with a machine, making it an ideal tool for entertainment and companionship.
The chatbot’s 24/7 availability also ensures that users can engage in conversation anytime
they wish, whether for a quick chat or for more in-depth interactions. Moreover, through
continuous use, Mitsuku refines its natural language processing capabilities, allowing it to
respond more naturally over time. This improves the overall experience and makes
conversations feel more human-like. Additionally, Mitsuku's empathetic responses allow
users to vent their feelings or seek light emotional support, offering a safe, non-judgmental
space for expression.

However, Mitsuku also faces certain limitations. Despite its sophisticated general
conversation abilities, it struggles with highly complex or context-heavy queries, which can
lead to inaccurate or unhelpful responses. In terms of personalization, while Mitsuku can
remember basic information across conversations, it does not yet have the depth of
personalization seen in some more advanced AI companions. It lacks the ability to retain a
deep, contextual understanding of users' preferences over time. Furthermore, Mitsuku’s
role in providing emotional support raises some ethical concerns, particularly when
engaging with emotionally vulnerable users. Although it can offer light emotional support,
users should understand that Mitsuku is not a substitute for professional help in serious
mental health situations.

Here we also can see Kuki's interface showcasing a variety of interactive features. Users can
choose from activities such as Voice Chat, AI Readings, Gifts, Quizzes, Games, and the On
This Day feature. These options provide users with different ways to engage, beyond simple
text conversations, adding layers of fun and interactivity.

For example, Kuki uses the "On This Day" feature to share interesting historical facts, like
the Battle of Edgehill and the launch of the Access credit card in Britain. Additionally, it
wishes a happy birthday to the legendary soccer star Pelé, offering a personalized touch to
the historical information. This combination of fun facts and personalization makes Kuki
more engaging for users.
4.0 Knowledge Representation (Group Task)
4.1 Overview of the Semantic Network
4.2 Diagram of the Semantic Network (Use Draw.io, MS Visio, etc.)

5.0 Implementation (Group Task)

5.1 Special Features of the Chatbot
5.1.1 Training the Chatbot: Input Data and Strategy

Figure 1: Setting Instructions and Strategy

In this step, we define the overall tone and strategy for the chatbot’s interactions. The tone
is set to be friendly and casual to make customers feel comfortable while inquiring about
real estate options. Adjustments are made to the chatbot’s handling of objections,
qualification priority, and creativity, ensuring the responses are conversational and on-topic.

Figure 2: Conversation Flow and Initial Message

Here, the initial message asks for the customer’s name and offers them a set of options to
continue the conversation (e.g., buy a property, sell a property). The chatbot is designed to
acknowledge customer responses and guide them through each inquiry step-by-step.
 Figure 3: Booking Process
Once the user specifies their request (e.g., booking a property viewing), the chatbot offers
two options: Automated AI booking or Call to Action. In this case, we focus on providing
users a simple manual call-to-action that offers available times for property viewings or
meetings with real estate agents.

Figure 4: Knowledge and Company Information

This section showcases how the chatbot is trained with relevant company information and
FAQs related to buying, selling, property valuation, and investment opportunities in
Malaysia. The chatbot provides personalized responses based on the user’s input and offers
follow-up questions to gather more details.
 Figure 5: FAQ Responses
To enhance the user experience, the chatbot is equipped with a comprehensive FAQ system.
Commonly asked questions such as property taxes (e.g., Real Property Gains Tax, Stamp
Duty), buying costs, and government schemes are pre-loaded. This allows the chatbot to
instantly respond to user questions with accurate and relevant data specific to the
Malaysian market.
5.1.2 Complete Chatbot Conversation Demonstration

This section provides a comprehensive walkthrough of the chatbot’s interactions with users,
covering various real estate inquiries. The chatbot is designed to handle multiple requests
such as buying a property, selling a property, property valuation, and investment
opportunities, while offering relevant recommendations, follow-up actions, and scheduling
options.

Figure 6: Personalized Greeting and Initial User Interaction

The chatbot starts by offering a welcoming, personalized greeting to engage the user. It asks
the customer to select from a range of real estate services, ensuring the conversation is
tailored to their specific needs. This introduction ensures that the user is guided towards the
right path from the start.

Figure 7: Following Up on the Selected Service

Based on the customer’s choice, the chatbot gathers more detailed information. In this
example, the user opts to buy a property, and the chatbot asks about location preferences,
narrowing down the options for a more personalized response. This flexibility allows the bot
to provide relevant recommendations later in the conversation.

Figure 8: Budget and Property Preferences

The chatbot further refines the conversation by asking for budget and property type. These
questions help the bot filter out properties that match the customer’s financial and lifestyle
preferences, ensuring that the recommendations are within the customer’s range and
interest.
 Figure 9: Property Recommendations Based on Specific Amenities
The chatbot effectively provides tailored recommendations based on the customer’s
request for properties with swimming pools. The conversation demonstrates the chatbot’s
ability to present properties that match specific criteria, including amenities, price, and
location, while also offering further actions like scheduling viewings.

Figure 10: Scheduling a Property Viewing

After the customer expresses interest in the listed properties, the chatbot offers to schedule
a property viewing. It provides available slots for viewings and includes a booking link for the
customer to finalize the appointment.
Here it highlights the chatbot’s ability to seamlessly transition from property
recommendations to actionable steps, such as booking a property viewing. This feature
ensures that users can take immediate action without needing to contact an agent
separately, improving overall efficiency and customer satisfaction.

Figure 11: User Initiates Selling a Property

In this phase, the chatbot gathers essential information regarding the property’s location to
offer more accurate advice and next steps. The customer selects Kuala Lumpur as the
location. The chatbot continues by asking if there have been any upgrades that should be
taken into account when estimating the property’s value.
 Figure 12: Property Renovations and Timeline for Selling
Here, the chatbot intelligently addresses how property upgrades may influence the
valuation process. This feature ensures that the customer’s property receives a more
accurate valuation, reflecting any improvements. Additionally, the chatbot asks for the
customer’s timeline for selling, allowing it to tailor further advice based on urgency.

Figure 13: Property Valuation Options

Janice requests a property valuation before proceeding with the sale. The chatbot provides
two valuation options: an online estimate based on market trends or an in-person valuation
conducted by an expert.
The chatbot provides the customer with flexible valuation options—either a quick online
estimate based on market data or an in-depth, expert-driven in-person valuation. This level
of convenience empowers users to select the best option for their needs and timeline.

Figure 14: Scheduling an In-Person Property Valuation

In this final part of the conversation, the chatbot smoothly transitions to scheduling the in-
person valuation appointment. By presenting available slots and allowing the customer to
choose, the chatbot streamlines the process of booking appointments, enhancing overall
efficiency. This automated step ensures that both real estate agents and clients can move
forward without delays.

Figure 15: User Initiates Inquiry for Investment Opportunities

The customer (Gabriel Tan) selects the option to inquire about investment opportunities.
The chatbot responds by asking if the customer is looking for residential investment
properties with rental income or commercial properties with capital appreciation potential.

In this initial interaction, the chatbot tailors its inquiry based on the user's request for
investment opportunities. It narrows down the options to residential rental income or
commercial investments, ensuring a more focused conversation that caters to the
customer’s investment preferences.

Figure 16: Providing Residential Investment Property Options

The chatbot presents investment options based on the customer's interest in residential
properties. It highlights key information such as rental yields and price points for each
property, allowing the user to quickly assess potential investment opportunities.
 Figure 17: Exploring Long-Term Demand and Scheduling a Viewing
Gabriel asks if there is long-term demand for the properties, and the chatbot provides
insights into demand from students, professionals, and expatriates. It also offers to schedule
a viewing for Platinum Victory.

The chatbot reassures the customer about the long-term demand for properties like
Platinum Victory, citing high demand from students and professionals. It proceeds to offer
the option of scheduling a property viewing, further facilitating the investment decision
process.
 Figure 18: FAQ – Down Payment for Property Purchase in Malaysia

Figure 19: FAQ – Real Property Gains Tax (RPGT) in Malaysia

The FAQ examples provided here represent just two of many that the chatbot is capable of
answering. The chatbot’s ability to quickly and accurately respond to various real estate
queries enhances the user’s experience by offering relevant and local information specific
to the Malaysian market. Whether it’s financial aspects like down payments or legal
questions like RPGT, the chatbot delivers concise, reliable information that is crucial to
buyers, sellers, and investors navigating the property market.
 Figure 20: Chatbot Conversing in Bahasa Malaysia

Figure 21: Chatbot Conversing in Mandarin

These screenshots demonstrate the chatbot’s multilingual functionality, showcasing its
ability to switch between Bahasa Malaysia and Mandarin. This feature is especially valuable
in a diverse country like Malaysia, where different languages are commonly spoken. By
providing support in multiple languages, the chatbot ensures that it caters to a broader
audience, enhancing accessibility and inclusivity in the real estate market. This functionality
helps create a smooth user experience, making the chatbot a practical tool for the country's
multicultural environment.
5.2 User Acceptance Testing (Survey)

Question 1: This question aims to assess how user-friendly the initial setup process is for
starting a conversation with the chatbot. It helps determine if users find it easy or difficult to
begin interacting with the system, which is a critical part of the user experience. If users
struggle to initiate the conversation, they might disengage from the chatbot early on.

Question 2: This question evaluates the overall usability of the chatbot. It focuses on
whether users find it easy or difficult to navigate through the conversation flow to obtain
relevant information. The goal is to identify any friction points in the user interface or
conversation structure.

Question 3: The purpose of this question is to gauge the relevance and usefulness of the
information provided by the chatbot. It helps measure whether users feel the chatbot
delivers valuable real estate insights or fails to meet their expectations.
Question 4: This question is designed to assess the effectiveness of the chatbot’s
multilingual capabilities. In a diverse country like Malaysia, being able to communicate in
different languages is crucial, so this question checks if users are satisfied with how
smoothly the chatbot can switch between languages based on their needs.

Question 5: This question aims to evaluate the accuracy and trustworthiness of the
information provided by the chatbot. Users need to feel confident that the data they are
receiving is up-to-date and correct, particularly in an industry like real estate, where
accurate information is critical for decision-making.

Question 6: The purpose here is to determine user satisfaction with the specific details
offered by the chatbot in relation to properties, real estate investments, and property
valuations. This will help assess whether the chatbot is effectively delivering the type of
information users expect and need.
Question 7: This question seeks to measure the overall user satisfaction and endorsement
of the chatbot. If users are willing to recommend the chatbot to others, it indicates a high
level of confidence in the system's performance. This question is also a proxy for
understanding overall user satisfaction and potential for word-of-mouth promotion.

5.3 Results of User Acceptance Testing

Question 1:
− Survey Responses: The majority of respondents gave a score of 5 (Very Easy), with a few
giving 4 and one giving 3.
− Interpretation: This indicates that most users found it very easy to begin a conversation
with the chatbot, with just a few finding it slightly less straightforward.
 Question 2:
− Survey Responses: Ratings vary between 5 (Very Easy), 4, and 3 (Somewhat Difficult).
− Interpretation: While some users found it easy to navigate the chatbot, others had some
difficulty. This suggests that improvements might be necessary in the chatbot’s
navigation, perhaps simplifying how users access specific information.

Question 3:
− Survey Responses: All users rated this as 5 (Extremely Helpful).
− Interpretation: The chatbot is highly effective at providing useful real estate information,
meeting user expectations.
 Question 4:
− Survey Responses: Ratings of 4 (Effective) and 5 (Highly Effective) were common.
− Interpretation: The chatbot's multilingual capability was received positively. However,
with some 4 ratings, there may be minor areas to refine, such as improving transitions or
expanding language options.

Question 5:
− Survey Responses: Users gave consistent ratings of 4 (Reliable) and 5 (Very Reliable).
− Interpretation: Users generally trust the chatbot’s information, although there is a small
opportunity to further strengthen reliability through more real-time data updates or
information validation.
 Question 6:
− Survey Responses: Most users rated it as 4 (Satisfied), with one giving a 5 (Very
Satisfied).
− Interpretation: Overall, users are satisfied with the information provided, but there is
room to enhance user experience to push more ratings toward the highest level of
satisfaction.

Question 7:
− Survey Responses: Most users responded Yes, with two indicating Maybe.
− Interpretation: While most users would recommend the chatbot, the "Maybe"
responses suggest there are still areas of improvement that could boost users'
enthusiasm for promoting the tool to others.
6.0 Conclusion (Group Task)
6.1 Challenges Faced During Implementation
6.2 Future Enhancements
6.2.1 Recommended Enhancement 1
6.2.2 Recommended Enhancement 2
6.2.3 Recommended Enhancement 3

7.0 References (APA Format)

8.0 Appendices
8.1 Workload Matrix (Task Distribution Among Members)

Enoch Kok

Wilson Tan

Tancel Raj

Gabriel Tan

Tham King Joe

8.2 Source Code of the Chatbot