From Call Centers to AI Agents: Revolutionizing Building Maintenance
By Nishanth Shashidhar
Intro
In the property management and building maintenance world, speed and accuracy are everything. When a tenant reports a leaking pipe or a broken air conditioner, every minute counts. Traditionally, these requests filter through human-operated call centers — a process that can be slow, error-prone, and costly.
At neuwork, we’ve reimagined this process with a smart, agentic AI system that answers calls, resolves common issues instantly, and seamlessly routes complex cases to the right department. The result? Faster resolutions, lower operational costs, and happier tenants.
The Challenge with Traditional Call Centers
For many building maintenance agencies, call centers are the primary point of contact between tenants and the maintenance team. While effective to an extent, this setup often faces challenges: Bias in data can lead to unfair decisions.
High operational costs due to staffing and training needs
Long wait times during peak call hours
Inconsistent information capture leading to delayed resolutions
Limited scalability when call volume spikes
In a service-driven industry, these delays can harm tenant satisfaction and strain resources.
neuwork’s Solution: The Agentic AI for Maintenance Calls
Our AI-powered agent transforms the way maintenance issues are reported and resolved:
Our principles:
Instant Call Handling
The AI answers calls immediately — no hold music, no waiting in queues.Intelligent Triage
It engages the tenant in a natural, conversational manner, asking targeted follow-up questions to identify the exact issue (e.g., “Is the leak near the sink or coming from the ceiling?”).Automatic Case Logging
If the issue requires human attention, the AI logs a complete service request with all relevant details, ensuring the maintenance team has exactly what they need to act quickly.Department Routing
Cases are automatically sent to the right department — plumbing, AC repair, electrical, or other — reducing delays and miscommunication.
Why This Changes the Game
Faster Response Times → Tenants get help in seconds, not minutes.
Cost Efficiency → Reduced need for large call center teams.
Data Accuracy → AI captures consistent, structured information every time.
Scalable Support → Easily handles fluctuating call volumes without bottlenecks.
Tenant Satisfaction → Prompt service builds trust and loyalty.
A Real-World Impact
In a recent deployment with a leading building maintenance agency, our AI agent handled over 70% of calls without human intervention. For the remaining cases, it passed complete, well-structured requests to the maintenance teams, cutting resolution times by nearly 40%.
The Future of Building Maintenance Support
This project is just the beginning. Agentic AI will soon integrate with predictive maintenance systems, enabling buildings to fix issues before tenants even notice them.
At neuwork, we’re committed to building AI that is not only efficient but also human-centered — ensuring technology works for people, not the other way around.
