In the highly competitive multifamily housing market, a staggering 40-60% of all initial inquiries from prospective renters go unanswered, representing a significant loss of potential revenue and a frustrating first impression for potential residents. Addressing this pervasive industry challenge head-on, Wasatch Property Management has announced the deployment of a fully integrated AI voice agent across its extensive portfolio, a move designed to ensure no prospect is ever left waiting. This strategic initiative, developed in close partnership with conversational technology firm Hexcode AI, leverages cutting-edge artificial intelligence to provide immediate, 24/7 responses to every incoming call. By automating the initial stages of the leasing process, the company aims to not only capture every lead but also to fundamentally reshape the prospect experience, setting a new standard for efficiency and customer service from the very first point of contact. This deployment is a cornerstone of Wasatch’s long-term innovation strategy, reflecting a deep commitment to utilizing technology to enhance operational workflows and deliver superior service.
A Strategic Response to Industry-Wide Challenges
Addressing the Critical Issue of Missed Leads
The newly implemented AI voice agent is engineered to be far more than a simple answering service; it is a sophisticated leasing tool with deep, direct integration into the Yardi CRM IQ platform. This “fully embedded” connection creates a seamless and instantaneous workflow that eliminates the delays and data entry errors common in traditional leasing offices. When a potential resident calls, the AI can immediately access real-time apartment availability, provide accurate pricing information, and answer frequently asked questions without placing the caller on hold. More importantly, it can actively engage the prospect by qualifying them as a lead, accurately capturing their contact information and specific needs, and scheduling a property tour directly into the on-site team’s calendar. This end-to-end automation of initial contact ensures that every inquiry is handled with speed and precision, transforming a major industry pain point into a competitive advantage and guaranteeing that the leasing pipeline remains consistently full and meticulously managed around the clock.
The Human-Centered Approach to Artificial Intelligence
Despite the advanced automation, the core philosophy behind the AI deployment is human-centric. Kainoa Clark, Wasatch’s Chief Marketing Officer, emphasizes that the technology is intended to augment the skills of on-site teams, not replace them. The AI voice agent is tasked with managing the high-volume, repetitive, and often time-consuming initial inquiries that can divert leasing agents from more impactful activities. By handling these front-end interactions, the system frees up human staff to concentrate on providing high-value, personalized engagement where it matters most: during in-person property tours, in-depth follow-up conversations, and community-building with current residents. This strategic division of labor allows Wasatch to deliver its renowned high standard of personal service at a greater scale. It ensures that prospective renters receive immediate, efficient service for their initial questions while also benefiting from the undivided attention and expertise of a leasing professional during the critical decision-making phases of their housing search.
Fostering Innovation Through Strategic Partnership
Operationalizing AI Through the Wasatch AIM Initiative
This technological leap forward is a key component of a broader corporate strategy known as “Wasatch AIM (Artificial Intelligence for Multifamily).” This internal program signals a company-wide commitment to identifying and operationalizing AI-driven solutions that can redefine service standards across all facets of property management. The collaboration with Hexcode AI was born from a shared vision for the future of leasing—one where technology and human expertise work in concert to create a frictionless and positive resident journey. According to Kelly Taylor, CEO of Hexcode AI, Wasatch’s unwavering focus on innovation and resident-first solutions made it an ideal partner for pioneering such an advanced system. The partnership reflects a consensus that the next evolution in the multifamily industry will be defined by the intelligent application of AI to solve long-standing operational bottlenecks, ultimately leading to more efficient properties and more satisfied residents.
Setting a New Benchmark for Prospect Engagement
The successful rollout of the AI voice agent marked a significant milestone for Wasatch Property Management, establishing a new operational benchmark within the multifamily sector. This initiative yielded tangible improvements across several key business metrics, including a dramatic increase in lead capture accuracy, near-instantaneous call response times, and a higher rate of successfully scheduled appointments. By creating an intuitive, efficient, and consistently positive experience from the very first interaction, the company fundamentally enhanced its leasing funnel. This forward-thinking application of technology did more than solve the problem of missed calls; it demonstrated a scalable model for how AI could be leveraged to empower staff and elevate the customer experience, positioning Wasatch as a leader committed to shaping the future of property management.
