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Consumers with questions about living in a Sectional Title complex or an estate run by a Homeowners’ Association can now get fast and accurate answers 24/7 from TESS – the new AI-enabled chatbot on the Trafalgar Property Management training website.
The site already enables residents in community housing schemes to access a wealth of information via free e-learning courses and a library of webinar recordings covering many management, compliance and conduct issues, but now those who need fast replies to specific technical queries can just ask TESS, says Trafalgar MD Andrew Schaefer.
“Trained on all our site’s extensive free training content as well as the applicable legislation, this chatbot can navigate directly to the information that relates to each inquiry and then use this to provide a tailored, individualised response. And ongoing monitoring and analysis of its performance reveals that it is able to answer 80% of queries, on average, without referring clients to a human for further help.”
What is more, he says, although it was only launched a few weeks ago, TESS (which stands for the Trafalgar Enquiry and Support System) is already achieving high levels of client satisfaction and trust as measured by AI-enabled engagement scoring, especially when it comes to explaining complex topics such as governance, legal compliance, trustee powers and responsibilities, meeting procedures and dealing with levy payments and arrears. Responses can be copied and shared, and a link to refer to a Trafalgar specialist is provided with all responses too.
“This shows the significant potential that AI has to become an increasingly useful and important resource in our campaign to raise knowledge levels among all stakeholders in this sector of the property market. This is especially important as many trustees and directors do not have prior experience with their roles or the prevailing legislation, and a chatbot of this nature assists to quickly find relevant answers and legal references.”
In a further development, says Schaefer, an AI assistant powered by Google Gemini has been plugged into Trafalgar’s upgraded only property management dashboard. This assistant now enables landlords, trustees and owners and trustees to log in and ask questions about financial and management reports relating to their specific properties, as well as leases and other legal documents, the original ST plan, the approved Conduct Rules, the minutes of AGMs and trustee meetings, the 10-year maintenance plan and any contracts with service providers such as security companies and garden services. Summaries, comparisons and technical answers, all with source document references, are now quickly available using the AI assistant.
“The income, expenditure and levy payment figures are updated in real time, so the owners and trustees of the properties we manage always have an accurate picture of their scheme’s financial status. And because the AI assistant has been trained on all the details about the property which has been logged into, as well as all the provisions of the relevant legislation, it can quickly provide any other information that may be required.
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“This capability is particularly useful for new trustees or executive managing agents appointed by the Community Schemes Ombud Service (CSOS) who may not be familiar with the financial and administrative history of the scheme or what actions they need to take to restore good governance and legal compliance.”
On a lighter note, he says, Trafalgar is also trying out an AI tool that enables landlords and agents to “declutter” the photographs of properties that are being listed to let. “This doesn’t alter or hide any structural or layout elements that are being photographed, but it can digitally remove furniture and other objects which make rooms look crowded or untidy.
“That means more views on property portals and a greater chance of the property being let, so there is a definite benefit for our landlords, with no downside for prospective tenants, who we insist must view properties in person before signing a lease.”
Overall, these innovations translate into a faster, more transparent, and more empowering experience for Trafalgar’s clients, says Schaefer. “Whether it is instant access to reliable information via TESS, real-time insights into a scheme’s finances and source documentation through an AI-enhanced dashboard, or improved marketing outcomes for rental properties, our adoption of AI is streamlining processes while elevating service standards. And we have many other AI-focused pilots underway, as we strive to further improve productivity and service levels for the portfolio teams.
“By combining cutting-edge technology with deep industry expertise, we are not only saving clients time and reducing administrative friction, but also enabling better-informed decision-making and stronger, more compliant community schemes.”
