Transforming email and ticket management in property management
Automated tenant service agent
Technologies & methods
- OCR
- LLM Operations
- Prompt Engineering
- API integration
- Guardrails
- Evaluation Pipelines
- NLP
Challenge
A mid-sized property management company in the DACH region handles several thousand incoming emails and phone inquiries from tenants and property owners every day.
Reviewing, classifying, and processing these inquiries by hand took a great deal of time, was prone to errors, and did not scale.
A significant share of cases were recurring standard issues that still required manual handling.
At the same time, the company wanted to keep growing without increasing headcount at the same rate, and to be reachable 24/7.
Solution
We built and operate a self-hosted, AI-powered automation solution based on n8n that processes incoming emails, attachments, and tickets fully automatically.
The system analyzes content, including PDF, DOCX, and image attachments, identifies what each request is about, prioritizes cases, and creates structured tickets in the property management system. When one email contains several requests, the system splits them and processes each one separately.
Expert assessments, rating mechanisms, and feedback channels for phone inquiries are also integrated.
Guardrails and evaluation logic keep production stable and under control, and allow continuous optimization of model performance and operating costs.
Results
- 1
Several thousand hours of manual processing saved per month
- 2
81% automation rate in production
- 3
Measurable cost savings from lower operational effort
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