The client
A property management firm based in Bangkok looking after roughly four hundred residential units across the city, mostly serviced apartments and condos rented to expats and longer-stay travelers. Three property managers were the bottleneck on every maintenance issue.
The problem
Tenants reported issues through a mix of Line messages, emails, and the building’s lobby phone. Each request had to be read by a property manager, classified by severity, matched to the right contractor (electrician, plumber, AC technician, locksmith), dispatched, and then followed up on. With several hundred units, simple things were slipping. A faulty AC could go three days unattended in peak heat.
The approach
The build standardized intake through a single Line account and a backup web form. Each request was read by an LLM that classified it by category and severity, pulled the unit’s history for context (had this AC been serviced last month?), and made a recommendation: dispatch X contractor, expected arrival window, follow up Y.
The recommendation went into a Line group with the property managers. They had a one-tap approve, with the option to override. On approval, the system messaged the contractor directly with the unit address and the issue, sent a Line confirmation to the tenant, and tracked status until the work was marked complete.
The result
Median tenant response time went from 2.3 days to under an hour. Tenant satisfaction scores improved measurably across the portfolio. The property managers stopped being human routers and started doing actual property management work, including some preventive maintenance that had been neglected for years.
"Tenant satisfaction scores are up across the portfolio. Median response to a maintenance request used to be over two days; now it sits well under an hour. The property managers stopped being human routers and started doing actual property management."