CapitaLand Investment wins at Real Estate Asia Awards 2025 for upgraded chatbot and gamified virtual mall

The two projects leverage AI and the metaverse, respectively, to further enhance the retail-tainment and customer experience.

CapitaLand Investment triumphed at the Real Estate Asia Awards 2025, landing two prizes for retail-related projects that aimed to elevate physical retail transactions and shopper interactions.

The first award – Digital Initiative of the Year - Singapore – saw the company partner with the Singapore Tourism Board (STB) to bring CapitaVerse, a gamified virtual retail mall, to the interactive game Singapore Wanderland on the Roblox platform.

With the intention of cultivating brand affinity with the online gaming and metaverse enthusiasts, as well as next-generation shoppers and tourists, this launch builds on the success of the 2022 and 2023 editions, where CapitaVerse was a one-day event.

In 2024, CapitaVerse was available to players from 8 April until 31 October, with a 24-hour experiential launch party on Singapore Wanderland attended by over 40,000 unique players within the first 24 hours of launch. This was a 20-fold increase from the 2,000 who participated in 2023 and 22-fold increase from the 2022 edition.

Within 6 hours of the launch, 40,000 limited edition user-generated content virtual wearables were fully redeemed. These products were said to be inspired by brand partners’ products such as Barehands Wayuu Clutch, GINLEE signature pleated dress, PUMA Palermo shoes and National Gallery Singapore self-portraits.

The campaign successfully garnered a PR value close to $2.2m with over 170 media mentions, and achieved strong social media performance with 29.2 million impressions, a 27.2-million reach, 1.2 million video views, and 630K engagements.

Over the full campaign period, CapitaVerse was visited by over 312k unique players from Singapore and other Southeast Asia countries such as Indonesia, the Philippines, Thailand, Malaysia, and Vietnam, with over 462,000 gameplays. More than 138,000 attendance badges were claimed, which entitled players to real-world privileges redeemable at CapitaLand malls.

Meanwhile, CapitaLand was also honoured with the Customer Service Innovation of the Year - Singapore for its upgraded version of the Casey AI chatbot integrated into the malls’ website. The chatbot offers 24-hour customer service and guides users to quick self-service solutions.

With the integration with ChatGPT, Casey 2.0 is now equipped with machine learning and natural language processing capabilities, allowing Casey to understand human language and emotions for a more personalised customer service experience.

Casey 2.0 also employs the use of context-based navigation, natural language understanding, deep learning, and predictive analytics, enabling it to offer human-like responses, a cost-effective alternative to agent-driven conversations.

Since its launch, Casey has successfully redirected over 40% of call and email inquiries to self-help channels, resulting in approximately 17% cost savings.

Real Estate Asia Awards honours outstanding real estate projects, developments, and companies throughout Asia that redefine the standards of excellence in the industry.

The Real Estate Asia Awards is presented by Real Estate Asia Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's exceptional projects or initiatives in the Real Estate industry, please contact Julie Anne Nuñez at [email protected].