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Your applicants and residents don’t think in workflows. To them, searching for housing, completing applications, requesting accommodations and submitting paperwork are all part of one goal: finding and upholding stable housing for themselves and their family.
Often, these processes that make up your housing organization are spread across multiple teams and systems, creating delays and frustration for both residents and staff. A simple accommodation request may need to involve resident services, property management and maintenance teams who are all working separately to reach the same outcome.
A fully connected experience with agentic workflows helps bring these pieces together. When all workflows are connected in one experience, housing organizations can reduce delays caused by miscommunication and get their residents and applicants the swift service they need.
At this year’s Affordable Housing and PHA Forum, Yardi Vice President Chuck Manly took the stage to show attendees how Virtuoso Enterprise, Yardi’s AI platform, can improve workflows for affordable housing providers and housing authorities.
Let’s walk through a full cycle scenario of how applicants, residents and employees can use the AI tools to streamline housing search, application review, resident services and operations across departments.
Improving housing search
Most applicants begin the journey by searching online for “affordable housing near me.” From there, they land on property websites, often unsure if they qualify or are hesitant to begin the process.
Here is how AI empowers the applicant: Virtuoso AI-powered chatbots allow applicants to simply ask, “Will I qualify for affordable housing?” The bots can provide instant guidance on property data based on income limits and household size.
And get this — if an application is started and not completed, automated responses can help the applicant get right back on track by prompting them to continue.
But then comes the dreaded paperwork … the paystubs, bank statements, maybe a trip to the office. These can be significant speedbumps that delay the search for housing.
With the tap of a link, applicants can now launch automated verification tools that allow them to securely connect financial accounts and provide income and asset information. A process that once felt like doing your taxes is now far more straightforward with AI.
Learn about Yardi’s recent partnership with Nova to accelerate this process.
Streamlining applicant review & compliance
Once the application is submitted, it’s handed over to the housing specialists who review applicant information, verify documentation and ensure compliance requirements are met. A time-consuming process that requires multiple steps and attention to detail.
But with advances in AI, staff can have timely guidance throughout the whole reviews process. They can ask simple questions (e.g., how to submit a file for review) and receive immediate answers.
AI can also surface important tasks right away before they become compliance hassles later. For example, it can flag potential compliance considerations, such as Next Available Unit Rule issues.
But it doesn’t just work for applications. AI can also identify units that may be eligible for rent adjustments based on certification status. Processing these increases quickly helps the property, organization and housing specialist’s performance.
Enabling the best resident service
Resident services are a critical part of housing operations, but oftentimes, communication takes place via email and phone call. And housing providers know this entails a lot of back-and-forth communication.
AI simplifies the process of how residents request support. Instead of contacting staff directly, residents can simply type their needs in simple language through a portal or chat interface. AI can interpret these requests, ensuring the correct forms and information are collected upfront.
For more complex requests, such as reasonable accommodation, AI can assist by:
- Identifying the type of request
- Providing the required documentation
- Guiding residents through form completion and electronic signatures
On the backend, these requests can be automatically routed into your compliance team’s case management system for tracking and approval.
Improving efficiency across departments
Affordable housing workflows are often slowed by siloed systems. Property management, compliance and resident services often work in different workflows, often creating delays.
Here’s an example of how Virtuoso AI improves both the resident and staff experience.
- Resident’s accommodation is approved by a property manager
- Work order is automatically generated and sent to maintenance technician
- Technician orders parts from Yardi Marketplace
- Because the purchase order is linked to the work order and the amount is appropriate, a Virtuoso agent automatically approves it without accounting involvement
- Once the work is completed, the technician uploads a completion photo and the system automatically updates and closes the request
One connected housing experience powered by AI
When you think of AI, you’re probably thinking about automation. And while Virtuoso does automate many tasks, the bigger picture is connecting the entire housing experience, so workflows move faster across every department. Applicants move through the process faster with fewer delays, residents receive the best possible service and staff have accurate information upfront so they can spend less time on busy work.
