About the Building
The customer operates a landmark Grade-A office tower in Hong Kong. The tower combines Grade-A offices, retail and shared facilities, with thousands of tenants and visitors every day.
The Challenge: Too Many Requests, Too Many Teams
Tenant requests came in through the phone hotline, email and WhatsApp. Each one had to be logged, classified, prioritised and passed to one of dozens of in-house and contractor teams — air-conditioning, lifts, cleaning, security and fit-out.
At peak times calls queued. Between shifts, details were lost. And tenants had no easy way to know whether their issue was being handled. For a landmark building, slow answers were a reputation risk.
The Solution: One Front Door for Every Tenant Request
- Voice agent: answers the tenant hotline 24/7 in Cantonese, English and Mandarin.
- WhatsApp chatbot: handles text requests, including tenant group chats, using the tower's own SOPs and floor data.
- Automatic work orders: floor, zone, urgency and trade are filled in from the conversation.
- Smart routing: urgent cases go straight to the duty engineer; routine jobs go to the correct contractor.
- Follow-up: tenants get progress updates and a check-in once the work is done.
The Results
- 300+ requests handled every day across calls and WhatsApp.
- Under 2 minutes from request to dispatch for every job.
- 60% less control-room admin, freeing staff to supervise on-site work.
With Routiq AI handling the first line, the operations team spends less time logging requests and more time keeping a busy landmark tower running smoothly.
In their words
Our tenants expect a world-class building to answer instantly. Now every request is logged and on its way to the right team within minutes.
