Enquiries & General Support
One consistent voice for every tenant, resident, visitor and service-status call — answered 24/7 in Cantonese, Mandarin and English.
The Challenge
Repeat questions burn hours
The same 15 questions asked a thousand different ways — front desks answer them inconsistently across shifts and still miss the after-hours ones.
Nothing gets logged
Residents call three times and get three different answers, with no record any of it happened. Repeat questions never make it into an SOP.
Three languages, one hotline
Cantonese, Mandarin and English callers on the same line — and no single agent covers all three consistently 24/7.
Our Solution
01 / 03
First-ring answering in the caller's language
Routiq AI picks up on the first ring, identifies the intent — fee query, facility hours, move-out procedure, follow-up on an existing case — and answers directly from the building's knowledge base.
- Answers straight from your SOP and FAQ
- Cantonese, Mandarin and English natively
- Zero missed calls, including after-hours
- resolved09:12
"When are management fees due?"
Tower 2 · Cantonese
- resolved09:05
"How do I book the function room?"
Tower 1 · English
- in progress08:58
"Is the plumber still coming?"
Tower 3 · Mandarin
- resolved08:44
"Where do I collect a parcel?"
Tower 1 · Cantonese
02 / 03
Callbacks with full context
When a call needs a human, Routiq AI creates a callback request with the resident's unit, contact preference and full transcript — routed to the right person with a promised reply time.
- Unit and contact captured on the call
- Routed to the right team automatically
- Callback commitment tracked to closure
Fee dispute — Flat 12A
Assigned: Accounts · reply by 11:00
Move-out coordination — Flat 6C
Assigned: Front desk · reply by 14:00
Amenity booking dispute — Flat 22B
Assigned: Concierge · reply by 10:30
Visitor access — Flat 8D
Assigned: Security · reply by 09:45
03 / 03
Recurring questions surface as SOP updates
Frequently asked topics are flagged so the team updates the FAQ or SOP in one place — repeat questions become fewer, not louder.
- Top-asked questions surfaced weekly
- Answer library updated in one place
- Consistent responses across every shift
100%
Answered
0s
Hold time
3
Languages
- Function-room booking — asked 47× this weekSOP update
- Parcel collection hours — asked 31×FAQ update
- Management fee schedule — asked 24×Portal link
Compliance & Standards
PDPO
Personal Data (Privacy) Ordinance compliant call recording, storage and access control.
ISO 27001 aligned
Enterprise-grade information security controls for resident and unit data.
PMSA aligned
Aligned with Property Management Services Authority licence expectations.
The Result
0 sec
Wait to answer
100%
Consistent answers
100%
Follow-ups logged
Frequently Asked Questions
Answer every enquiry, in every language, 24/7
Try Routiq AI now, or book a demo tuned to your building's FAQ, fee schedule and facility rules.
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