Real estate · Customer service

Every tenant call gets answered. Evenings and weekends too.

The AI phone assistant answers every tenant call and creates the case in your property management software. Emergencies go straight to the on-call service.

Free intro callDiscuss this case
Case T-26-1042Management software
CallerMr Brandt
PropertyRosenweg 8, unit 03
RequestHeating cold in the whole building since last night
Ratingurgent, heating season
Call backtoday by 10:00
To building services
Phone assistantCall 08:05
Mr Brandt00:42
  1. Mr BrandtOur heating has been cold since last night, in the whole building.
  2. AssistantThank you, Mr Brandt. I have passed the failure at Rosenweg 8 to building services. You will get a call back today by 10 am.

Where time goes today.

  1. 82 %

    The phone stays the main channel

    More than eight in ten tenants in Germany reach their property manager by phone. Only one percent use apps or portals. Whoever does not pick up gets the same call twice.

    Bitkom, press release of 23 January 2026

  2. 29 %

    Few tenants are fully satisfied

    Fewer than a third of tenants are completely satisfied with their landlord's reachability, punctuality and response to requests.

    Analyse & Konzepte, Servicemonitor Wohnen 2022

  3. Emergency and routine on the same line

    Between questions about the bins sits the burst pipe. After hours only the recorded message hears it, and by Monday the damage is bigger.

One case, step by step.

Phone assistantCall 08:05
Mr Brandt00:42
  1. AssistantProperty management, this is the digital assistant. What is your address?
  2. Mr BrandtRosenweg 8, second floor. The heating has been cold since last night.
  3. AssistantIs it only your flat or the whole building?

Every call is answered.

The assistant answers in your name, says that an assistant is speaking and asks for address, flat and request. It understands free speech; with strong dialect or noise it asks again.

Your team decides

When the assistant answers and what it may say.

MatchingCall 08:05
  1. TenantMr Brandt, number on filerecognised
  2. PropertyRosenweg 8, unit 03matches
  3. RequestHeating failure, whole buildingbuilding services
  4. Open cases2 more calls from the buildingmerge

Property, tenant and request are clear.

The assistant checks address and phone number against the management software, matches the flat and recognises the request. Open cases for the same property are shown alongside.

Your team decides

Which request types exist and who handles them.

RatingEmergency list
  1. Heating failureOctober, whole buildingurgent
  2. Danger to peopleno signsno alarm
  3. Office hoursyes, building services availableinternal

Suggestion: building services calls back by 10:00

Emergencies go straight through.

Burst pipe, heating failure in winter, no light in the stairwell: by your emergency list the assistant connects the on-call service directly. For a smell of gas it first gives the emergency number.

Your team decides

What counts as an emergency and who is on call.

Case T-26-1042Management software
CallerMr Brandt
PropertyRosenweg 8, unit 03
SummaryHeating cold in the whole building since last night, 3 calls from the building
Ratingurgent
Call backtoday by 10:00
To building services

The case is ready in the software.

Call summary, property, rating and call-back request are in the case. The tenant gets a confirmation by text or mail. Your team calls back with nothing left to ask.

Your team decides

Who takes the case and what the tenant is promised.

What it delivers and what it connects to.

  • 500,000

    calls in one year at the central customer service of a large German housing company

    Source: Vivawest, central customer service, 2020

  • 3 min

    less follow-up work per call, because note and case already exist

    Assumption for a typical company

  • about 40 %

    of calls are standard questions settled without a call back

    Assumption for a typical company

Works with the systems you already use

Who does what.

What the AI takes on

  • Answers every call, after hours too
  • Matches tenant, property and request
  • Recognises emergencies by your list
  • Creates the case with a summary

What your team decides

  • Sets the emergency list and on-call rota
  • Calls back and solves the request
  • Decides on contractors and costs
  • Handles complaints and sensitive cases

Who it fits.

A good fit if

  • Many tenants call, after hours too
  • The phone is the main channel for your tenants
  • Properties and tenants live in your management software
  • You have an emergency list and an on-call service, or are ready to set them up

Less of a fit if

  • Calls are few and your team handles them well
  • Tenants get in touch almost only in writing

What it costs

Fixed prices, clear steps.

You know up front what each step costs and what it delivers.

  • Recommended start

    First call

    Free

    30 minutes by video

    • We look at where you stand
    • You find out whether an AI strategy is worth it
    • No obligation, with a concrete next step
    Free intro call

  • AI strategy

    €1,990plus VAT

    Fixed price

    • One workshop day on real cases
    • A calculation with your figures for the best use cases
    • A paper for management and shareholders

    Money-back guarantee: three use cases that pay back within 12 months on paper, with your figures, or your money back.

    Request the AI strategy

  • Pilot with one use case

    from €5,000plus VAT

    Fixed price

    • On your data, in your process
    • Acceptance criteria agreed in writing
    Request a pilot

All prices net. Operation afterwards is from 20% of the project price a year, cancellable monthly. The code and the data are yours.

Built fromAI phone assistantsAI integration

Further reading

All posts
AI on the phone: what it costs, what it must say and what it may recordPhoneArian Jusufi
MCP explained: how AI assistants reach your systems and what that means for your ITAI toolsTiemo Timtschenko
Why the AI cannot find your part number: pgvector, Azure AI Search and others compared in plain termsKnowledge systemsTiemo Timtschenko

Frequent questions

Common questions about it.

The questions that almost always come up about this use case.

Do tenants notice they are talking to an AI?

Yes, and they should. The assistant says at the start that a digital assistant is speaking. Anyone who prefers a person is put through during office hours or gets a call back.

What happens with a smell of gas or other dangers?

The assistant first gives the emergency number and the immediate steps from your emergency list, then alerts the on-call service. It gives no technical advice beyond your instructions.

Are calls recorded?

Only if you want it and the caller agrees. The default is a written summary in the case. We run the solution in German data centres and sign a data processing agreement.

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