A proof of concept for an AI-driven service desk that automates the full maintenance workflow; from call intake to contractor scheduling; with an autonomous voice agent at the front door.
Tenant service desks rely on human agents to answer calls, identify the issue, determine responsibility under the lease, select the right contractor, secure owner approval, and coordinate the appointment. The process is time-consuming, hard to scale, and depends entirely on the agent on duty.
Calls come in outside office hours. Information arrives incomplete. Multiple parties need to be in the loop before anything can be resolved. Everyone loses time.
The question: can AI support; and partially automate; this end-to-end workflow without losing control or quality?
We designed and built a proof of concept centered on an autonomous AI voice agent, fully integrated with existing systems and data sources. It doesn't just answer questions; it runs the process end-to-end.
A tenant calls to report a maintenance issue. The voice agent answers immediately; 24/7 availability, no queue.
The agent asks targeted questions to identify the exact nature of the problem: plumbing, electrical, heating.
Dynamic follow-up questions collect everything needed to resolve the issue in one call.
The system looks up the lease to determine responsibility and financial accountability. No manual check-ups.
The AI selects the best-fit contractor based on issue type, availability, and preferences defined by the owner.
When required, the system requests approval from the property owner before any work is scheduled.
Once approved, the agent books an appointment directly with the contractor and confirms the details with the tenant.
The PoC validated what many tenant-facing organisations have been asking: can AI agents orchestrate complex, multi-step operational workflows; not just answer simple questions? Yes.
This project illustrates how AI can move beyond isolated automation and take on a coordinating role across systems, contracts, suppliers, and people. At Alva Minds, we use proofs of concept to make innovation tangible; quickly validating what works, where value is created, and how solutions can be scaled responsibly.
We scope and ship proofs of concept in weeks, not months; with a clear path to operational rollout.