AI training for property teams: writing useful resident replies

The resident wants to know where to start

A resident asks for a replacement key fob for the entrance. The building's instructions say the fob is ordered through the resident form with the flat number, and after confirmation it is collected at the management office. The draft prepared with AI repeats the whole procedure and puts the request for the form at the end. The trainer asks the author what the resident should do right after reading the message.

The corrected reply from the exercise reads:

Please order a replacement key fob through the resident form and give your flat number. Once you receive the confirmation, you can collect the fob at the management office.

The materials do not say how long it takes to prepare a fob, so the reply gives no date. A colleague reads the message as the resident and asks whether they can come to the office straight away, which tests whether the order of actions is clear. In the second trial the building has a different collection point, the reception desk, and the author changes only that part.

What it costs and when it pays back

We measure the hours in the scenario before the training and after 30 days, on the same team tasks. If after a month checking AI texts takes as long as writing from scratch, we change the exercises or the scope of the tool.

According to a study in Science (2023), ChatGPT cut the time 453 professionals spent on writing tasks by 40%. In property administration we also count the follow-up questions residents send after the first reply.

When a good template is enough

If the team answers the same question every day, start with an approved reply for that building. Buildium's documentation on email templates describes how to prepare such templates in property management software. AI training helps when an employee has to pick the passage about a specific case out of longer instructions and answer a follow-up question. If it is hard to tell which instructions apply to a given property, put the documents in order first.

Where to start

We set the programme on the resident questions that come back most often. A member of the customer desk brings knowledge of the questions, and the property manager judges whether the message reflects the building's rules. We run the workshop as part of team training. For the free analysis, a description of one task the team does every week and of the tools it uses is enough. You get the written training programme within 2 working days.