68% of tenant requests resolved by AI — across 15,000 apartments and 12 cities.
Nestaway is India's largest property management company. When 24/7 tenant support at scale became operationally unsustainable, they deployed an AI workforce to handle the volume — without compromising the experience.
Results at a glance
68%
of tenant requests resolved by AI without human involvement
<5 min
average time to close a tenant request
+35 pts
increase in tenant NPS post support interaction
About Nestaway
Sector: Property Management
Market: India (12 cities)
Portfolio: 15,000+ apartments
AI deployed: Voice + WhatsApp + Email
Nestaway is India's largest property management company, managing more than 15,000 apartments across 12 cities. Operating at this scale means managing a continuous and high-volume stream of tenant interactions - from maintenance requests and document queries to KYC updates and payment coordination. With a portfolio of this size, delivering consistent, high-quality tenant support is a significant operational challenge.
The Challenge
The problem MonkSpaces.Ai was brought in to solve
Nestaway's tenant support operation was under sustained pressure. Tenants across 12 cities were reaching out 24/7 with requests that were individually simple but collectively overwhelming.
High-volume repetitive requests
The majority of inbound tenant contacts involved routine tasks: logging maintenance complaints, downloading rental receipts, updating KYC documents, and answering standard queries. Each task was low complexity but required a human representative to handle.
Round-the-clock demand
Tenant requests did not follow business hours. A large team of support representatives was required to cover this demand, with no mechanism to triage or automate routine cases.
Inconsistent experience
With a large support team handling high volumes, conversation quality and response time varied. There was no consistent standard of service delivery across the portfolio.
The Solution
How MonkSpaces.Ai deployed the AI workforce
MonkSpaces.Ai deployed a full three-channel AI workforce for Nestaway, covering voice, WhatsApp, and email.
Proprietary PMS integration
The AI integrated directly with Nestaway's custom-built, in-house property management system, enabling it to authenticate tenants, verify residency, pull contract details, and log actions in real time.
SOP-based training
The AI was trained on Nestaway's internal business processes and support SOPs, ensuring every interaction followed the same standard the human support team was expected to maintain.
Conversation reinforcement training
Historical support conversations between Nestaway's team and tenants were used to fine-tune the AI's understanding of which conversation types to handle autonomously and which to escalate.
Omnichannel deployment
The AI was deployed across voice, WhatsApp, and email simultaneously, meeting tenants on the channel of their choice and maintaining consistent context across interactions.
The Outcome
Measurable results from AI execution
Following deployment across Nestaway's portfolio:
68% of all tenant requests are now fully resolved by AI without any human involvement.
Average task completion time is under 5 minutes from first contact to resolution.
Tenant NPS following a support interaction increased by 35 points.
We have implemented these AI systems to give a better customer experience to our tenants, and are really happy with the outcome. Earlier, we found it challenging to respond to tenants 24x7, but with this solution, tenants are happier and my team is able to focus on the more challenging problems.
Jitu Jagdev
Founder and CEO, Nestaway
See what happens
when AI runs execution.
If your teams are stretched by noise, the problem is not intent. It is execution at scale. Let's fix it today.