BUSINESS OBSERVATIONS SERVICES
AiVA
Artificial Intelligence Verification Assessment:
Analyzing leasing, maintenance, and administrative AI across multifamily and beyond, bridging technology with human insight.
AI is already active, visible, and influencing leasing decisions, yet much of its performance remains unverified. Current data reveals critical gaps, including high call drop rates, low Fair Housing compliance, inconsistent accuracy, and weak follow-up and recovery logic. As AI becomes more embedded in operations, overall readiness for reliable and accountable performance remains in the red zone.
As AI takes on the role of a frontline leasing consultant, operators need clear, defensible standards to ensure interactions are compliant, accurate, and effective. This approach focuses on key performance areas, including Fair Housing, accuracy and consistency, lead qualification, customer experience, and AI versus human effectiveness. The goal is simple: to ensure AI performs to the same standard expected of the people it represents.
Our Processes:
AiVA uses a standardized certification process to evaluate AI performance across phone, chat, and digital leasing interactions. Each interaction is scored using a defined assessment framework and reviewed by trained subject matter experts for compliance, accuracy, and effectiveness. This approach ensures consistent, defensible results while identifying risks and supporting continuous performance improvement.
Standardized secret shop certification across phone, chat, and digital leasing interactions
Scored using a defined assessment framework and audited by trained, certified evaluators
Reviewed for compliance, accuracy, and performance, with risks flagged, benchmarked, and tracked through a continuous verification process
