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Case study

Condominio 24: an AI voice assistant for residents' calls

We built Condominio 24 an AI phone assistant that answers residents at any hour, alerts the right technician and opens a ticket for the property manager.

Client: Condominio 24
Industry: Property management
Location: Turin, Italy
Service: Agent as a Service
Channels: Phone, email
Result: ~80% less time searching for information

Incoming callVia Roma 12 · staircase B

23:47

RESIDENTGood evening, water is coming through the stairwell ceiling on the second floor.

AI ASSISTANTUnderstood. Is this the building at Via Roma 12, staircase B? I am sending a plumber right away.

RESIDENTYes, thank you. Please hurry.

Analysing the requestPlumber Urgent

Ticket #318filling inopen

Water leak from the ceiling, 2nd floorVia Roma 12, staircase BTechnician: plumber · notified 23:48Transcript attached

Message to the technicianWaiting for the requestMessage to the technicianUrgent job: water leak, Via Roma 12, staircase B, 2nd floor. Ticket #318.23:48 ✓✓

The client

Who Condominio 24 is

Condominio 24 is a property management company in Turin. Every day it gets calls from residents of the buildings it manages: breakdowns, repair requests, questions about costs and documents.

The challenge

Calls at all hours, answers buried in documents

Calls came in during evenings and weekends too. Each request had to be understood, matched to the right building and passed to the right technician: plumber, electrician, lift engineer.

To answer clients, the team lost a lot of time searching for information across many different documents.

The solution

How the AI phone assistant works

An AI voice assistant answers the office number 24 hours a day. It understands who is calling and what the problem is, alerts the right technician and opens a ticket with the transcript for the property manager. Emergencies have their own path, with immediate safety instructions. Voicemail messages arrive by email, already transcribed.

If the resident prefers to leave a message, it arrives by email with the transcript, ready to read.

Listen to a call with the voice assistant

A water leak, in the evening

Recording of a test call with the assistant, in the voice we chose for Condominio 24.

0:00--:--

Real estate · Condominio 24

The dashboard for the office

For Condominio 24 we also built a dashboard where the office follows everything in one place, from the phone too: calls handled, answer times, tickets and urgent requests.

What it shows

Calls handledAnswer timeTicketsUrgent alerts

Every ticket in detail

TicketLive

Building	Request	Technician	Status
Via Roma 12	Water leak	Plumber	UrgentClosed
Corso Francia 40	Garage lights	Electrician	Open
Via Nizza 8	Intercom	Electrician	Open
Via Po 21	Cost enquiry	Property manager	Closed

Via Roma 12 · Water leak

Call 23:47 · plumber notified

Resident: water is coming through the stairwell ceiling on the second floor.

AI: I am sending a plumber right away and opening a ticket for the property manager.

Close ticketTicket closed ✓

Project details

The tricky cases we handled

A carefully chosen voiceWe tested several voices and models to find the right balance: accurate, natural, never making things up, and able to end the conversation.

Emergencies firstGas, fire, people stuck in a lift: safety instructions right away, without asking for details.

Callers not on the listIt still takes the request, without making the resident repeat everything.

Corrections before the ticketIt reads the request back, so the resident can correct it before it is sent.

Silence on the lineIf the caller goes quiet, it helps them pick up the thread, without pushing.

Background noiseIt filters out noise and background voices, so it understands callers even from the street.

Says it is a virtual assistantTransparent with the caller, as the AI Act requires.

Knows how to end the callIt recognises when the conversation is over: no endless goodbyes in a loop.

Results

Less time in the office, more calls answered

~80%less time spent searching documents for answers

★★★★★

"Chainweb Group has automated our processes, which means less time in the office, more answered emails, more answered calls, and less time searching for information across numerous documents to get back to the clients with answers of around 80%."

Founder, Condominio 24VERIFIED REVIEW ON CLUTCHRead on Clutch

Inside the dashboard