Centro de Bonos de Vivienda
From operational overload to conversational intelligence, without losing the data or the control.
the result first
April 1 – June 26, 2026 · Updated periodically
The analysts, previously buried in messages, could finally do the one thing a machine cannot: guide families with a real case with genuine judgment.
the problem
Centro de Bonos de Vivienda, the umbrella company for Preycon CPS, Inversiones JJ, and BonoVivienda, operates in one of the most complex processes in Costa Rica's real estate sector: guiding families through the full bureaucratic process to access BANHVI housing subsidies. Each case involves eligibility analysis, selecting the right subsidy type based on the family's composition, and coordinating across multiple stages: advisory, analysis, engineering, construction, and post-delivery.
The operation was growing. Social media campaigns were generating volume. And the volume was breaking the team.
When a campaign launched, the analysts couldn't keep up. Hundreds of incoming messages, many from people who didn't meet the basic requirements. Doing that filtering manually could take weeks. Qualified leads were getting lost in the noise. The human cost was unsustainable. With more than 17,000 people contacting via WhatsApp in the first few months, manual filtering wasn't just slow: it was impossible.
the decision nobody expected
The client arrived with a decision nearly made: purchase two CRMs, one specialized in WhatsApp with bots and agent rules, and another for general management. EnTrópica came in as a consulting partner to support the vendor selection process.
What we found changed the recommendation entirely.
no foundation, no robot
Before any automation, the organization needed a common collaboration system. Each analyst operated with their own email, their own Google Drive. There was no shared information, no traceability. No AI agent can be trained, or maintained, without a centralized, governed data foundation. We recommended and implemented Microsoft 365 as the first step.
pause the general CRM
It wasn't the right moment. The investment was significant and the organization didn't yet have the foundations to get value from it. We said no.
build the agent ourselves
WhatsApp CRMs handle standard cases well mainly in the retail industry, and for many businesses, they're exactly what's needed. But the process of accessing a housing subsidy is not standard: there are multiple subsidy types, each with different requirements based on the family unit, income, land access, and dozens of other variables. The agent ended up classifying cases across more than eight different subsidy types: Crédito, Patio, Construcción en lote propio, RAMT, Discapacidad, Art. 59, among others. Each with its own eligibility tree. Giving a family incorrect or premature information doesn't just confuse them: it can cost them time, hope, or their entire case.
The agent couldn't be a knowledge base with a search function. It had to be a guide: capable of understanding where each person is in the process, what they need to know now, and what they don't need yet. That required real agentic architecture: multiple agents with differentiated roles, intent classification, validation, observability, and distinct flows per company. That level of design doesn't come packaged by any vendor. It had to be built from scratch.
EnTrópica designed and built the agent. Prototype in two weeks. A more robust lite version by week four.
what changed
The analysts stopped being a filter. They became advisors again.
The agent now absorbs the volume, qualifies eligibility, delivers accurate information based on each family's profile, and transfers only the cases that are ready to move forward.
Of the 17,724 people served, the agent handled two groups entirely autonomously: it filtered and classified 3,816 cases, 23.4%, by subsidy type, leaving them ready to move forward; and identified 2,876 people, 16%, as Article 59 candidates, informed them clearly about their situation, and registered them on a waiting list. In both groups, without any human intervention. Nobody got lost in silence.
The human team recovered its role: guiding families with a real case with genuine judgment.
what comes next
A good project doesn't end: it evolves. In the process, it became clear that no existing commercial CRM can manage the specific flow of Centro de Bonos, where analysis, engineering, construction, and post-delivery converge in a single case. Today EnTrópica is co-building, alongside a technology partner, custom software for end-to-end case management. The WhatsApp conversational agents will live integrated within that platform.
Sustaining a project means accompanying its evolution. That's exactly what we do.
is your operation also breaking your team?
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