Board and owners · recorded call

A tenant with no hot water: an AI concierge call that loops in the owner

A tenant has had no hot water since last night and is not sure whether to call the owner or the building. The AI concierge explains that the building can send a free diagnostic visit but repairs to the in-unit water heater need the owner’s approval. It opens a request with entry permission and texts the owner for approval.

Recording · 1:54Harbor Point

A tenant with no hot water

Caller
Jasmine Ortiz, tenant in unit 1612
Who
Tenant
When
9:10 PM · Unit 1612
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 no hot water 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. Jasmine0:10

    Hi, um, Quick question, is there someone I can talk to about a problem with the hot water in my unit?

  3. AI concierge0:16

    I can help with that. May I have your name, please?

  4. Jasmine0:19

    Yeah, it's Jasmine Ortiz.

  5. AI concierge0:21

    Thank you, Jasmine. How can I help you today?

  6. Jasmine0:24

    So, um, I haven't had hot water since last night. I'm not sure if I should call the owner about it or if the building handles these things.

  7. AI concierge0:33

    I can arrange a free building diagnostic visit; any repair to the water heater needs the owner's approval. What is your unit number?

  8. Jasmine0:40

    It's unit 1612. That's 1-6-1-2.

  9. AI concierge0:45

    Thanks, Jasmine. Please provide your four-digit PIN.

  10. Jasmine0:49

    Yeah, it's 1-6-1-2.

  11. AI concierge0:52

    Thanks, Jasmine. You're verified. Is the water heater inside your unit, and may maintenance enter if no one is home?

  12. Jasmine0:59

    Yes, the water heater is inside the unit, and that's fine. Maintenance can enter if I'm not home.

  13. AI concierge1:06

    When did the hot-water problem start?

  14. Jasmine1:08

    It started last night, maybe around ten.

  15. AI concierge1:11

    What callback number should the technician use?

  16. Jasmine1:14

    Um, they can call me at 415- 732-8913.

  17. AI concierge1:19

    I have 415-732-8913. One moment while I take care of that. I've opened normal-priority request 2311 for no hot water from the in-unit water heater, starting Thursday, with entry authorized and callback 415-732-8913. I've also texted the owner for repair approval, and you'll receive a text as soon as it is approved. Would you like a text confirmation of the request?

  18. Jasmine1:47

    All right, thanks for your help. Have a good night.

  19. AI concierge1:51

    Thanks for calling Harbor Point, Jasmine. Have a good night.

What should a building do when a tenant reports a problem inside the unit?

The tenant does not know who is responsible. The AI concierge explains the split in one sentence and starts both sides moving.

  1. Tell the tenant what the building does and what the owner decides. Here the building offers a free diagnostic visit and the owner approves repairs to the water heater.
  2. Verify the tenant.
  3. Collect where the equipment is, permission to enter, when the problem started and a callback number.
  4. Open the request and text the owner for repair approval.
  5. Tell the tenant they will get a text when the owner approves.

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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