Affinity Property Management manages a portfolio spanning rental homes, apartment communities, and condo associations—including short term rentals and sales. With a portfolio this varied, Affinity Property Management gets phone calls about dozens of issues on a daily basis.

The team receives hundreds of calls a week on topics including: rent payments, utility issues, HOA documents, other realtors, owner tax statements, tenant placement services, maintenance and emergencies, lease updates, and leasing inquiries. To help manage this sprawl, Affinity Property Management's Super voice AI agent conducts intake to identify the caller's role and issue, and which part of the portfolio it's for (e.g. HOA or rental) to then answer and direct inquiries.

With nearly 40% of inquiries being leasing related, Super's voice AI is particularly adept at answering common questions, including handling leasing questions in English and Spanish. In addition, with 13.7% of calls happening after hours, Super's voice agent is helping Affinity Property Management answer questions around the clock and escalate 47 true emergencies over a recent 90-day period.

Our goal was never to displace the Affinity team from talking to their clients. Instead, we help with front line intake, and the calls that are transferred get to the correct team member so that they can have value-added conversations with the client. Now, only 41.7% of calls need to be transferred to a representative live; meaning the team is taking nearly 60% fewer calls during the day—so the ones they do get their full attention.