Building operations · recorded call

The garage gate breaks again: an AI concierge call with an upset resident

A resident is stuck at the garage gate, which has failed three times in two weeks. The AI concierge has the front desk open the gate manually first, acknowledges the repeat failure, confirms the gate company comes at 2 PM, flags the problem to the manager and sets her callback after 5 PM to answer who is accountable.

Recording · 1:12Harbor Point

The garage gate breaks a third time

Caller
Victor Salinas, unit 0712
Who
Resident
When
8:05 AM · Garage gate
Language
English
Play it in the 3D building sim
Harbor Point is our example building. Everyone on the call except the AI concierge is simulated.

Transcript of the garage gate call

Word for word, with the time each line starts. Harbor Point’s AI concierge answers as Quinn.

  1. AI concierge0:00

    Thanks for calling Harbor Point. I'm Quinn, the building's AI concierge, and this call is recorded. If you have a fire or medical emergency, please hang up and call 911. May I have your name, please?

  2. Victor0:10

    Victor Salinas, can someone open the garage gate?

  3. AI concierge0:14

    Thank you, Victor. I've had the front desk open the P1 garage gate manually right away. Are you at the gate now?

  4. Victor0:20

    Yeah, I'm parked right here. This is ridiculous. The gate keeps breaking. Can someone actually fix it this time?

  5. AI concierge0:28

    I'm sorry, Victor. You're right that this is the third failure in two weeks. Precision Gate is scheduled for 2 PM today under work order 2344; I'm flagging this repeat failure to Diane Russo and can arrange her callback today. What time works best for you?

  6. Victor0:43

    After 5 today is fine, but why does this keep happening? Who's actually accountable for fixing this?

  7. AI concierge0:49

    I've set a callback from Diane Russo after 5 PM today. I can confirm Precision Gate is assigned to repair it, and Diane is being notified of the repeat failures; would you like her to address accountability when she calls?

  8. Victor1:01

    Yes, I want her to explain who's responsible and what they're doing about it. Thanks. Goodbye.

  9. AI concierge1:07

    I've noted that for Diane's callback. Thanks for calling Harbor Point. Have a good evening.

How should a building respond to a repeat complaint?

The caller is angry, with reason. The AI concierge fixes his immediate problem before it explains anything.

  1. Fix the immediate problem first. Here the front desk opens the gate manually.
  2. Acknowledge the history plainly: the third failure in two weeks.
  3. Give the repair plan: who is coming and when.
  4. Flag the repeat failure to the manager, and set a callback at a time the resident picks.
  5. Pass the resident’s question about accountability to the manager.

These steps come from this one recorded call. Your building’s own policy decides.

About these recordings. Harbor Point is our example building. Everyone on these calls except the AI concierge is simulated. Names, units, dates and amounts are sample data. TowerLine AI is a product of The AI Agency USA, Inc.

Hear the AI concierge take a call like this for your building.

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