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From request to resolution: automating real estate maintenance workflows with Jax

From request to resolution: automating real estate maintenance workflows with Jax

  • Industry: Real Estate / Property Management
  • Challenge: Manual triaging and assignment of maintenance tickets via ERP portal
  • Solution: HachiAI’s AI agent (Jax)

Discover how Jax automated over 80% of maintenance request handling, reducing delays, boosting technician accuracy, and delivering faster resolution across managed properties.

Background

A real estate and facility management firm was overwhelmed by the daily volume of maintenance requests submitted via the ERP portal. Each request had to be manually reviewed, categorized, and assigned to the appropriate technician—often with delays, errors, or misrouting due to free-text entry and dynamic assignment logic.

Major challenges

  • Requests submitted in unstructured, free-text format (e.g. “AC not working,” “pipe leaking”)
  • Manual review and assignment causing delays and inefficiencies
  • Dynamic technician mapping based on unit/sector, requiring cross-reference
  • No standard category templates for ticket types

Traditional workflow

Maintenance team staff were responsible for:

  • Logging into ERP and navigating to Helpdesk tracker
  • Reading each incoming maintenance request
  • Determining if it qualified as a serviceable issue
  • Manually identifying the sector from the unit number
  • Cross-referencing a technician-to-sector mapping
  • Assigning the correct technician and setting supervision
  • Saving and routing the ticket for technician resolution

HachiAI's solution

To eliminate manual handling, HachiAI deployed Jax, a virtual worker trained in natural language understanding and intelligent routing.

Using login credentials and system access provided by the client, Jax was trained to:

  • Parse incoming requests using NLP and identify maintenance-related issues
  • Match requests to the correct sector and technician using a structured mapping matrix
  • Assign the appropriate service agent and supervisor
  • Save and submit the ticket for immediate routing

Jax also handled validation logic to flag non-maintenance requests for alternative routing and ensured repeatability across multiple housing sectors.

Automated workflow

Jax now handles:

  • Logging into ERP portal
  • Navigating to Helpdesk to view open requests
  • Reading request content and filtering for maintenance-related issues
  • Parsing unit number and determining associated sector
  • Matching sector to technician using assignment matrix
  • Assigning technician 
  • Setting supervisor to a designated office contact
  • Saving and submitting the ticket
  • Flagging irrelevant or non-maintenance requests for escalation

Results achieved

  • 80%+ of ticket triaging fully automated
  • Requests assigned in minutes, not hours
  • Improved accuracy in technician assignment by sector
  • Scalable logic across properties, units, and technician roles
  • Fewer delays and errors, improving resident satisfaction

Key capabilities used

  • Multi-platform login and navigation
  • Natural language request parsing (NLP)
  • Technician mapping and assignment logic
  • Validation and fallback handling
  • Portal form entry and automation

Why HachiAI?

With Jax, HachiAI brought intelligent automation to real estate operations—eliminating repetitive maintenance triage and improving service turnaround. From request intake to technician assignment, Jax ensures consistent, fast, and accurate task routing at scale.

Ready to reduce delays and automate service routing at scale? Request a demo