AI phone assistantfor property management companies

An AI phone assistant is a voice AI that answers calls on your existing number, captures in free conversation who is calling and what it is about, and hands the request to the right person. In a property management company that means: recognizing emergencies and transferring them to the emergency service, taking damage reports completely, answering standard questions and transferring everything else to the responsible case handler or creating it in the system as a case with a callback request.

For the phone you don't need new management software, but an assistant that follows your processes. Look for four things: emergency logic that you define yourself, a warm transfer with a short briefing instead of a mere note, servers in the EU with a data processing agreement, and the ability to make calls itself, for example for tradespeople appointments. The best way to check is with a test call.

There are no fixed legal phone hours. What matters is that tenants and owners know whom to reach in an emergency and that requests are handled in reasonable time. This is governed by the management contract and the tenancy agreement; if in doubt, clarify it with your legal counsel. Marie makes sure every call is answered and correctly categorized, even outside your phone hours.

Nobody has to sit at a desk around the clock. But for genuine emergencies such as a burst pipe, a heating failure in winter or a building incident, there should be a way that also works at night and on weekends. That is exactly what Marie is for: she answers every call and only transfers to the emergency service what cannot wait according to your rules.

The law sets no fixed number of hours; it depends on the individual case. In practice, every hour counts with water damage because water spreads through ceilings and walls. With around 1.07 million claims in 2025, tap water is the most common cause of damage in residential building insurance (GDV). Marie recognizes the water damage during the call and transfers immediately to the emergency service.

That depends on the individual case, the cause and your contracts. Marie deliberately does not answer this question, because that would be legal advice. She records the facts, meaning what happened, since when and who commissioned what, so your team or the insurer can decide cleanly later.

A usable damage report needs contact details, property and unit, a precise description, date and time and ideally photos. Marie asks for exactly these points during the call. The tenant can then send photos by email, and Marie tells them which address to use.

There is no fixed deadline. Frustration usually doesn't come from processing time, but from nobody saying what happens next. With Marie, every caller learns the next step on the phone and gets an SMS as confirmation. Your team works through the cases by urgency.

ScaleTalk starts at €99 per month. The cost depends on your actual call volume. For comparison: a real estate clerk earns a median of €4,320 gross per month (Entgeltatlas of the German Federal Employment Agency), plus employer contributions. Marie doesn't replace a case handler, she takes the phone off their hands.

According to Bitkom, 82% of tenants use the phone to reach their property management company, and only 1% use apps or portals. Marie meets tenants exactly there. She speaks freely, without a keypad menu, and anyone who explicitly wants a person is transferred or gets a callback. Listen to the examples above and make the test call.

You do. During setup we define together which requests count as an emergency, which follow-up questions Marie asks and which emergency service she transfers to. When in doubt, she transfers instead of brushing the caller off. The emergency call from an elevator car remains unaffected.

Your number stays, and Marie runs via call forwarding. Every case reaches your team as a summary by email or via an interface. What the handover into your management software looks like in detail, we clarify in the needs analysis for your setup.