Today’s tech-driven landscapes are full of companies promising a silver bullet solution when it comes to AI. However, although AI is continuously evolving, the service industry is constantly faced with how to balance this new technology with the ever-present need for a human connection. AI is not going away, however, which is why it should be leveraged to support the  human aspects of the service and multifamily industry rather than replace it. The concept of augmented intelligence, often referred to as the “Co-Pilot” model, presents an ideal approach as it offers prompts for customer-facing team members, but also allows for customization. Here’s how AI can help property managers ensure a high-quality resident experience: 

High-touch support

Being in continuous contact with your residents can be challenging, especially if there is a large number of units in the apartment. By utilizing software that is able to track when residents move in, properties can set up and send monthly pulse checks to monitor how residents are doing. On the other end of the spectrum, urgent problems such as water leaks, HVAC failures, or addressing resident safety issues like mold or broken windows. These types of issues require not only a prompt response, but also a personal feel that automation would overlook. Although automation can take care of straightforward tasks like processing simple service requests, it can come across as impersonal when residents are seeking compassionate assistance during urgent times.

Learning and adapting

One of the things that makes the Co-Pilot approach unique is its capacity for learning and flexibility. While some automated systems can be static, and require manual updates for major changes, Co-Pilot systems can be more adaptable. 

Residents are much more inclined to engage and offer feedback when they know they are talking to a real person and not of a machine. The empathy, attentiveness, and authentic understanding conveyed by human team members can help residents feel acknowledged and appreciated. This not only promotes more open and sincere communication, but also leads to richer insights that fuel future improvements.

Flexibility

Flexibility is a key strength of the Co-Pilot approach. While automation is great at handling routine, predefined tasks, it struggles with unexpected or complex questions. Co-Pilot technology enables people to adjust and tailor their responses in real-time based on the specific needs of each situation. This method enables team members to have more nuanced conversations about specific and complex resident concerns, making it a more effective choice for customer service settings where empathy and adaptability are crucial.

Productivity

When it comes to making the most of your time, there is a huge benefit to being able to automate easy-to-answer questions like, “Are there parking options available?” Resident messaging solutions like Kipsu enable you to create a standard message, but  customize it with unique identifiers such as “Dear [First Name]”. Over-indexing on AI to write, may make them seem too direct, and lack an element of empathy or adaptability. By leveraging AI to support personalized, customized messages, you can set your community apart with a higher standard of service.