Property manager — leasing FAQs and facility ticket triage

Leasing teams repeated the same unit FAQs on LINE.

~45–60%of routine leasing FAQs answered automatically

Leasing chat

~45–60% of routine FAQs auto-answered

Tickets

Median first response ~30–50% faster

Escalations

Manager escalations down ~20–30% on pilot sites

The challenge

Leasing teams repeated the same unit FAQs on LINE. Facility tickets mixed emergencies with routine requests; response SLAs slipped and tenants escalated to senior managers.

What we did

Five-month AI Implementation Team connected listing facts and house rules to a leasing assistant, and built ticket classification with SLA timers. Contingency search then filled a permanent proptech automation engineer.

How it ran

1
Pilot two buildings
2
Measure first-response time
3
Roll to portfolio

Risks handled

Only approved listing fields in answers
Emergency keywords always escalate to humans
Connectors use standard APIs for future PMS change

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