Effective customer service in the Real estate industry with AI and digitalization — saving time and increasing satisfaction

The real estate industry is in the midst of a paradigm shift. With rising expectations from tenants and a rapidly growing digitalization, the rules of the game for how property owners and managers work with customer service are changing. Meeting the demands of modern property management requires more than traditional staffing during office hours — smart technology, proactivity and a residential journey that is both digital and personal.

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What is Proactive Customer Service in Property Management?

Historically, customer service in the real estate industry has been reactive. Error reports are only dealt with when problems arise, often leading to long wait times and low customer satisfaction. With today's digital tools and proptech solutions, there is the potential to turn this relationship around.

To implement digital platforms and AI-based solutions, such as the Avy Tenant Experience platform, properties and housing projects can:

* Reduce the number of incoming cases

* Automate classification and qualification of cases

* Identify and prevent problems before they occur

* Increase customer satisfaction and improve tenant experience

* Free up resources for more value creation and long-term efforts

This is what we call the customer service of the future — a combination of technology, data and understanding of people's needs.

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This is how digital self-service works with AI Agent Davy

To meet the need for accessible customer service, Avy has developed Davy, an AI-powered agent that offers real-time communication and self-service directly in the Tenant Experience platform. With Davy, tenants can:

* Make error reports digitally — without queuing

* Ask questions and get answers 24/7 - in any language

* Follow their cases and status updates in real time

* Receive information and news from the landlord

This creates a more transparent and accessible customer dialogue, reduces reliance on telephone support and improves the entire accommodation journey.

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Statistics: Why digitalization and automation pay off

Several of Avy's real estate clients have already seen tangible results after digitising their customer service. Here are some measurable effects:

✅ 50% fewer bug reports on the phone

✅ 40% faster processing thanks to AI-powered data collection

✅ Higher NKI (Satisfied Customer Index) and Service Index

✅ Lower administrative costs — better operating net

These results show that digitalisation of property management not only creates happier tenants — it also strengthens the economic sustainability of the business.

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Key factors for success in customer service of the future

To future-proof the customer experience in property management, organizations need to focus on the following areas:

1. More and smarter ways to connect

Tenants expect to be able to communicate on their own terms. By offering multiple contact paths — such as chat, app, email and phone — as well as integrating AI and automation, accessibility and efficiency are improved.

2. 24 hour self-service

Access to knowledge banks, FAQ pages and AI-powered support allows residents to solve their cases at any time of the day — without having to wait for answers.

3. Data-Driven Decisiones

By using data from housing platforms, property owners gain a deeper understanding of residents' behaviors and needs. This allows for preventive actions and optimized operation.

4. Automated administration

Digitization of processes such as notification, case management and tenant communication creates efficiency. It frees up time for customer managers to focus on relationship-building work and service improvements.

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Proptech + customer service = better tenant experience

Anyone who manages to combine technical solutions with insights into residents' needs will be the future winner in the real estate industry. Digitization is not just about efficiency — it's about building trust, accessibility and long-term loyalty.

*Avy's Tenant Experience Platform enables this by:

* Integrations with real estate systems such as Vitec and Momentum

* AI-powered customer service solutions like the AI agent Davy

* Automated flows for the entire tenant journey — from moving in to moving out

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Summary: Customer Service as a Competitive Advantage

Digital customer service is no longer a “nice to have” — it is a strategic competitive advantage. As residents place higher demands on service and digital accessibility, property owners need to keep up with the development. By investing in smart proptech and AI, a safer, simpler and more transparent tenant journey is created.

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Want to learn more about how Avy can digitize your customer service?

We help property owners and managers to:

* Automate cases and communications

* Increase customer satisfaction through better digital dialogue

* Streamline internal processes and strengthen profitability

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👉 Contact us here for demo or advice.