Fault reports into the property system with an AI phone agent
In this guide we explain how fault reports transition from phone calls to complete cases. You learn which details are required and how an AI phone agent registers them via an API.
An AI phone agent can take fault reports over the phone around the clock. Once it is connected to your system, it registers the details via an API. Without a connection, it instead hands the case over in a structured email to your inbox.
How does the case move from the phone to a database?
When a human answers the call, that person types the details by hand. An AI phone agent does the same thing digitally. Once it is connected to your system, it communicates through an API.
An API acts as a digital bridge between two systems. It allows the agent to retrieve information and perform tasks. Many property companies work in various property systems. You order API access from your system vendor.
Which details does the AI phone agent need to collect?
Correct information from the start is required to follow up on a fault. The AI phone agent asks follow-up questions to the caller. It is designed to understand what the caller wants.
The details must match the fields in your property system. The agent asks for the details you decide. A clear foundation is often required to make the case complete.
- Property and flat number.
- Which area the fault concerns.
- Category of the fault.
- The tenant's name.
- A phone number to reach them on.
How do we know the right person is reporting an issue?
The agent needs to know that the caller has the right to report a fault. This can be verified in several ways during the conversation.
It is often enough that the phone number exists in the database. The agent can also ask the caller to provide a customer number. You then know who the report comes from before the work begins.
What happens if we lack an integration?
Sometimes an integration takes time. You can get started anyway. Without an integration, you receive the case as a structured email.
The case arrives in your inbox. The information appears in the exact same format every time. Your staff can then type the report by hand into the database.
How do we implement this in steps?
Start with a portion of the calls. You can let the AI phone agent answer when the office is closed. It can also act as overflow when your staff are busy.
Taking fault reports often works well as a first step. It is a defined flow with clear details to collect. Over time you can widen the scope so the agent takes inquiries about rent.
How does Real Talk work with fault reports?
Real Talk is the Nordic AI phone agent. The agent sits behind its own Swedish number under the menu option for fault reports in your current setup. The caller describes the matter in their own words. If the caller asks for a person, the call is transferred. The colleague then gets a summary and the collected details.
We send a specification for the API connection. We then build the integration from our side. All personal data is stored and processed in data centres within the EU. You send your existing material to us exactly as it is. We build a demo agent from the information, and you then get to test call it.
Frequently asked questions
Do we need to change our phone system to use the service?
No, you keep your current setup. The AI phone agent gets a dedicated Swedish phone number that you add under your menu option for fault reports.
What happens when someone calls about an urgent fault?
You set the rules for which faults count as urgent. Those calls are transferred straight to a person or referred to the on-call service based on your own rules.
Can the AI phone agent answer after hours?
Yes, the AI phone agent takes calls around the clock. It gathers the details so the case lies ready when you open again.
Does the AI phone agent understand what the caller means?
The agent is designed to understand what the caller wants even when the issue is stated in their own words. It asks follow-up questions until the foundation is complete.
This guide is written by Real Talk, the Nordic AI phone agent.