The Rise of Agentic AI in Residential Block Management

EKOR Group's Lily: A Case Study in Agentic AI Implementation

EKOR Group has positioned itself at the forefront of this technological evolution with Lily, their proprietary multimodal AI solution designed specifically for residential block management. Developed in-house by EKOR, Lily represents a significant advancement in how property management companies interact with residents and handle maintenance issues.

Multimodal Communication Capabilities

What sets Lily apart is her ability to engage with residents through multiple communication channels:

• Natural Voice Conversation: Residents can discuss issues through natural voice interactions through a phone call or via widget on the EKOR Group web site, creating a more intuitive and accessible experience.

• WhatsApp Integration: The system also accepts text chats, photos, videos, and audio through WhatsApp, allowing residents to document issues comprehensively.

• Both modes use the same underlying training and EKOR knowledge bases.

Multi-Agent Collaboration

Behind Lily's interface lies a sophisticated network of AI agents that work collaboratively to:

1. Assess reported issues based on the information provided

2. Determine the appropriate response and necessary actions

3. Route issues to the correct departments or contractors

4. Keep residents informed throughout the resolution process

This multi-agent architecture enables Lily to handle complex scenarios that would typically require multiple human interactions.

Seamless Integration with Management Systems

EKOR has invested heavily in integrating their in-house developed Lily with their existing issue management and block management applications. This integration ensures:

• Real-time updates to maintenance systems when issues are reported

• Personalised interactions based on resident history and property details

• Consistent record-keeping across all platforms

• Streamlined workflows for property managers

Practical Applications in Block Management

Visual Assessment through WhatsApp

One of Lily's most powerful features is its ability to analyse visual data. When residents send photos or videos of maintenance issues through WhatsApp, the AI can:

• Assess the type and severity of damage

• Confirm these assessments directly with residents during the chat

• Prioritise issues based on urgency and impact

• Provide emergency contacts for issues like intercom/entry phone, lift, or alarm panel

This visual analysis capability significantly reduces the need for initial in-person inspections, speeding up the resolution process.

Conversational Intelligence for Resident Support

Lily's voice-based agent offers natural conversational capabilities that go beyond simple command recognition. The system:

• Engages in natural dialogue about reported issues

• Continuously analyses conversations to determine when formal maintenance tickets should be created

• Answers general questions about block management practices

• Educates residents about regulatory requirements and compliance needs

• Provides emergency contacts for critical building systems when needed

This educational component helps residents understand the "why" behind various block management activities, potentially reducing friction and improving community relations.

Benefits for Stakeholders

For Property Managers

• Reduced Administrative Burden: Automation of routine inquiries and initial assessments frees staff to focus on complex issues.

• Consistent Service Quality: AI agents provide standardised responses and follow established protocols consistently.

• Data-Driven Insights: The system captures detailed information about common issues, resolution times, and resident satisfaction.

• 24/7 Availability: Residents can report issues at any time, with the AI handling initial responses regardless of business hours.

For Residents

• Multiple Communication Options: Flexibility to choose preferred communication methods, from phone calls to WhatsApp messaging.

• Faster Response Times: Immediate acknowledgment and preliminary assessment of reported issues.

• Transparent Process: Clear communication about next steps and expected resolution timeframes.

• Educational Component: Better understanding of property management requirements and regulations.

• Emergency Support: Immediate access to appropriate emergency contacts for critical building systems.

Challenges and Considerations

Despite its promising benefits, implementing agentic AI in block management comes with challenges:

• Data Privacy: Property managers must ensure compliance with data protection regulations when handling resident information.

• Technology Integration: Seamless connection with existing property management systems requires careful planning and potentially significant investment.

• Human Oversight: While AI can handle many tasks autonomously, human supervision remains essential for complex decisions and quality control.

• Change Management: Staff and residents may need time to adapt to new technologies and communication channels.

The Future of Agentic AI in Block Management

The integration of agentic AI solutions like EKOR's in-house developed Lily represents just the beginning of a technological transformation in residential block management. Future developments may include:

• Predictive Maintenance: AI systems that can anticipate potential issues before they become problems.

• Enhanced Personalisation: More tailored interactions based on resident preferences and history.

• Broader Regulatory Compliance: AI agents that help ensure adherence to evolving property management regulations.

• Inter-Building Collaboration: Systems that share insights across multiple properties to improve overall management practices.

Conclusion

Agentic AI is revolutionising residential block management by automating routine tasks, improving communication, and enhancing service delivery. EKOR Group's proprietary Lily solution demonstrates how thoughtfully designed AI systems can address industry-specific challenges while improving the experience for both property managers and residents.

As this technology continues to mature, block management companies that embrace these innovations will likely gain significant competitive advantages through increased efficiency, improved resident satisfaction, and more effective property maintenance. The future of residential block management appears increasingly intelligent, responsive, and resident-focused.

Try Agentic AI

If you want to see EKOR’s solution in action, they have a demo version on their website. You can see how she responds without worrying about raising real requests to their maintenance teams.

Some ideas to start your discussion:

• Tell her about a water leak

• Report a problem with your lift

• Ask how to get a parking permit

• Find out about service charges

• or, say you want to learn more about Block Management and how EKOR Group can help
  

*In the photo above is an example of the AI chatting to a resident via WhatsApp. The resident has simply uploaded a photo with no further damage description, and Lily has assessed what needs to be done and summarised this before finalising the chat with the resident, sending the request directly into the maintenance system.  She correctly categorised this issue as “Exterior wall repair” speeding assessment and contractor assignment.