Owner AI Knowledge Bot
24/7 portal-embedded chat that answers owner questions using their property's governing docs, FAQ KB, Operations Manual, and ledger context. Cites sources. Escalates to a human within 2 questions if the user prefers — no infinite-loop frustration.
2,418Conversations · last 30d
68%AI-resolved (no escalation)
1.4 secAvg first-response
94%Citation-backed answers
8"Don't know" today (logged)
Live preview · owner portal embed
My ledger shows a $25 late fee. I always pay on auto-debit · why was I charged?
I checked your ledger — your auto-debit ACH bounced on May 1 (returned by your bank ··6082). The $25 late fee was system-applied on May 26 per the standard 25-day late policy.
The good news: I see the ACH was successfully retried May 3 and your account is current. Because the bounce was a one-time bank-side return and your payment landed within the grace window, this fee qualifies for automatic reversal. I've flagged it for manager review — you should see the reversal in the next 24 hours, but if you'd prefer to talk to a human now I can connect you to Melissa.
Sources: Owner Ledger #805 entry 5/26 · Plaza Tower Rules & Regs §17.3 (late fee) · Arrears workout policy 5(c)
That's perfect, thank you. One more — can I install an EV charger in my garage stall?
Yes. Plaza Tower has permitted EV charger installations in assigned garage stalls since the August 2022 amendment. Three things to know:
1. Submit an ARC request through the portal · approval typically 14 days.
2. A ChargePoint or Association-approved sub-meter is required (so consumption bills back to you, not the common-area meter).
3. An owner-installation agreement covers responsibility for damage and removal at sale.
Want me to start the ARC request for you?
Sources: Declaration §11.4 (amended Aug 2022 · BK 4181 PG 442) · Rules §17.2 · FL §718.113(8)
Recent conversations · sample
Question
Resolution
Time
Cited
NPS
"Why was I charged $25?" P. Stein
Auto-reversal flagged
1.2 sec
3 sources
👍
"Can I install an EV charger?" P. Stein
Yes · ARC + sub-meter
1.4 sec
3 sources
👍
"What time does the gym close?" R. Chen
Open 24/7 with fob
0.8 sec
1 source
👍
"My package isn't in my locker" M. Diaz
Bay 47 (escalated to concierge)
1.6 sec
(live data)
👍
"How do I rent the clubhouse?" A. Mendez
Booking link · COI requirement
1.1 sec
2 sources
👍
"My HVAC won't turn on" K. Davis
Escalated · concierge dispatched
2.1 sec
n/a
—
"What's the next BOD meeting?" 14 owners
May 21 · 6 PM clubhouse
0.9 sec
calendar
👍 14
"Pet rules · 60 lb limit applies?" Magnolia owner
Yes for MG · explained covenant §17.4
1.5 sec
1 source
👍
"Can I sue my neighbor?" J. R.
Re-routed to manager · not legal advice
1.0 sec
safety policy
—
"What's a special assessment?" 28 owners
Plain-English explanation · pointer to FAQ
0.8 sec
FAQ + KB
👍
Resolution mix · last 30 days
| Category | Volume | AI-resolved | Manager-handled | Avg time-to-resolve |
|---|
| How-to / portal | 684 | 94% | 6% | 0.9 sec (AI) · n/a |
| Ledger / billing | 418 | 82% | 18% | 1.2 sec · 8 hr |
| Rules & regs · pets / parking / amenities | 368 | 88% | 12% | 1.1 sec · 6 hr |
| Maintenance · WO | 218 | 42% | 58% | 1.5 sec · 2 hr |
| Governing-doc questions | 184 | 76% | 24% | 1.3 sec · 4 hr |
| Sensitive / legal-adjacent | 74 | always escalate | 100% | — |
| BOD / governance | 142 | 68% | 32% | 1.0 sec · 12 hr |
| Hurricane / emergency | 22 | always loop manager | 100% | — |
| Other | 308 | 58% | 42% | varies |
Guardrails
Always cite sources
Every factual answer cites the underlying document. If the bot can't ground an answer in a citable source, it says "I don't know" rather than guessing. 94% citation-backed.
Never give legal advice
Questions about lawsuits, mediation strategy, lien rights are routed to AGF or a manager. The bot explains "I can describe what the rules say, but not what you should do."
Never quote dollar amounts without ledger
If asked "what do I owe?" the bot pulls live from Owner Ledger module. Never quotes from memory or summary. Wrong-by-a-dollar is wrong.
Always offer human
Every answer ends with an option to escalate. After 2 turns, system gently offers manager handoff regardless. No infinite-loop frustration.
Per-property scope
Bot only answers for the owner's association. Plaza Tower owner asking about Magnolia rules gets routed (rare but happens with multi-property owners).
"Don't know" log
Every "I don't know" is logged. Reviewed weekly · the gap drives FAQ + KB + Wiki additions. Today's 8 are mostly maintenance edge cases.
Knowledge sources
FAQ KB
147 articles · cross-feed from manager edits
Governing Docs
Declaration · bylaws · rules per association
Operations Manual
r2 · 8 sections · vendor lore
Owner Ledger
Live read · for billing / balance Q's
Community Calendar
Events · BOD meetings · drills
Amenity Reservations
Booking availability + rules
Work Orders
WO status + history (owner-scope)
Package Locker
Real-time bay assignment
Replaces
The "where do I find the rules?" email at 11 PM. The 5-minute call to ask what time the pool closes. The board meeting agenda where 8 of the 12 questions were "this is in the bylaws but nobody reads them." The owner who waits 3 days for a manager to confirm something the FAQ already covers.
Tied to
FAQ KB · Governing Docs Repository · Wiki · AI Triage · Owner Ledger · Community Calendar · Owner Portal · Work Orders.
