Maintenance Assist is an incredibly powerful tool designed to efficiently manage and prioritize incoming maintenance requests. It uses AI to facilitate seamless communication and collaboration with renters to swiftly identify and resolve any issues they may encounter. By providing a comprehensive platform for troubleshooting, it ensures that problems are addressed promptly and effectively. Additionally, Maintenance Assist offers detailed tracking capabilities, allowing users to monitor the progress of each issue from initial report to final resolution, ensuring nothing falls through the cracks and all concerns are handled with the utmost care and attention.
Maintenance Ticket Flow
Maintenance Tickets can be created in multiple ways:
- Residents can create tickets via the Resident Portal
- Text messages can be sent to the Maintenance Assist phone number to create a ticket
- Tickets can be created via an email integration
Once a ticket is created, the Assist AI Agent will contact the resident via text message to troubleshoot the issue, assign an initial priority, and gather more information. Depending on the priority level, the AI Assistant will suggest potential solutions to minor problems or escalate the ticket to a human in the event of a high-priority situation.
Interacting With Maintenance Tickets
The Maintenance Tickets dashboard can be used to view all open maintenance tickets and AI conversations, check the status of open tickets, and view detailed information about each ticket.
1. To get started, navigate to the "Maintenance Tickets" page.
2. Here, you'll see a list of all open maintenance tickets. You can sort by creation date, priority level, maintenance category, status, and more. Each ticket will be assigned a priority level of low, medium, or high based on the information gathered by the AI Assistant. You'll also be able to view the status of each ticket.
3. Click on an individual ticket to view more detailed information. Here you can view tenant and unit information, a description of the problem, and all SMS conversations between the AI Assistant and the tenant. The status, priority level, assignee, and due date can all be manually changed from this page.
4. This page can also be used to schedule a maintenance visit. After reviewing all information, click "Schedule maintenance visit" and select a date/time for your visit. The AI Assistant will notify the tenant via email.
Leaving Feedback On Maintenance Tickets
After reviewing a text conversation between a tenant and the Maintenance Assistant, you can leave feedback on the conversation to improve the AI's performance on future tickets. You can direct it to ask certain questions, seek specific information about the problem, or make suggestions based on building-specific information. This is the easiest way to make custom configurations to ensure the AI is learning from each ticket.
1. First, navigate to Maintenance Tickets in the sidebar menu.
2. Select the ticket you want to leave feedback on.
3. Click the "Leave feedback on this conversation" button underneath the text conversation.
4. Explain what you would like the AI to do differently.
5. Once you have left your feedback, the AI will generate a new response that can be added to its conversation flow.
