Estonian Land and Spatial Board e-construction platform (MaRu) manages the digital heart of Estonian construction: the e-construction platform and building registry (ehr.ee). From homeowners to architects and municipalities, everyone relies on their ecosystem to keep building projects moving.
E-construction platform AI customer support
A smart, RAG-based consultant that turns the complex e-construction platform into a walk in the park. It doesn't just chat—it shows users exactly where to click, 24/7. The AI support doesn't give vague answers; it guides the user step-by-step with visuals.
Client Profile
| Client | Estonian Land and Spatial Board e-construction platform (MaRu) |
| Link to the project | see here |
| Start of the project | 2025 |
| End of the project | 2025 |
Client brief
The Challenge: The Need for Immediate, 24/7 Support
The e-construction platform is the heart of the Land and Spatial Board’s (MaRu) information system and the building registry. However, given that the e-construction ecosystem is vast and complex, navigating the various services can be a challenge for homeowners, municipalities, and specialists alike.
Since construction work and paperwork don’t just happen between 9 to 5, there was a clear need for a smart solution available at any moment. The goal was to provide users with reassurance and answers—even on weekends—without placing an excessive burden on officials.
Our goal with AVEO was to create a solution that wasn’t just a “band-aid,” but one that fundamentally transformed the user experience. Thus, the MaRu e-construction platform’s AI customer support was born—an intelligent assistant based on RAG technology (Retrieval-Augmented Generation) and Large Language Models (LLM).
Solution: E-construction platform AI customer support
We teamed up with AVEO to build an intelligent assistant that acts like a senior consultant, not a scripted bot.
- Precision: Answers are strictly based on official documentation. The solution doesn’t just provide text; it teaches the user—guiding them through map views, building permit applications, and document submission using visual aids.
- 24/7 Availability: Robots don’t get tired or sleep. The service operates around the clock, ensuring support is available outside of standard business hours.
- Continuous Learning: The system analyzes conversations and gets smarter every single day.
The Innovation: No Black Boxes
Kaspar Triebstok, our CTO, puts it simply: “We handed the keys to the client.”
The real innovation is hidden in the backoffice. We built a self-service environment where MaRu officials are in total control. They train the robot, upload new documents, and analyze conversations. No code required. No calling a developer for every typo.
This changed their workflow. Now, the AI validates the manuals. If the AI can clearly teach a process based on the instructions, we know the manual is clear enough for humans too.
Result
The demand for clarity was massive. In just the first 1.5 months of the pilot:
- 5,400+ substantive queries handled (and solved).
- 24/7 Availability achieved without extra staff.
- Nominated for “Innovation Project of the Year 2025” by the Digital Construction Cluster.
What’s Next?
This successful pilot laid a strong foundation for continued partnership, and we are already working with MaRu on a new solution.
While the current solution answers questions based on general guidelines and documentation, the client’s vision is to move toward real-time data queries. The upcoming development will allow the chatbot to provide answers based on specific building data. In the future, users will be able to ask questions like “How big is my cadastre unit?” or “What heating system is registered for my building?” and receive an instant, data-driven response.
