Autonomous AI, Real Results: How Manda Cut Astreinte Costs by 3x
From email triage to emergency call handling, Manda now automates key customer interactions in real estate while improving service quality.
65%
of on-call (astreinte) calls handled autonomously
50%
of co-ownership emails auto-classified
3x
reduction in overnight support costs
About the Client
Industry
Real estate services
Location
Paris, France
Company
Manda is a French proptech company created in 2024 through the merger of Flatlooker (digital rental management) and Hello Syndic (digital property management).
They offer a comprehensive real estate service portfolio — including rental management, co-ownership (syndic) management, real estate transactions, and energy renovation — all combining advanced digital tools with expert human support.
Business Context
Real estate is a sector in full transformation, with new players bringing digital tools to modernize legacy workflows. Historically, customer experience has often been neglected — with clients frequently frustrated and processes rarely designed around clarity or responsiveness.
Manda, built through successive acquisitions, puts digitalization at the heart of its strategy — aiming to harmonize operations and deliver a higher standard of service. Autonomous AI agents are part of this effort: a way to improve customer experience, streamline OPEX, and bring consistency across inherited workflows.
In this context, Manda chose to progressively automate its customer interaction flows. The two first priorities: ensure every incoming email gets qualified and assigned with precision — and upgrade the strategic, high-impact use case of on-call (astreinte) request handling at night.
The Operational Challenges
Email Qualification & Assignment
Processing co-ownership (syndic) emails meant managing large daily volumes of repetitive requests — where consistent qualification and clear assignment are crucial, but manual handling creates hidden friction.
- Much of this traffic involved level 1 or recurring scenarios that followed clear, predictable patterns.
- Smart categorization and assignment existed in theory, but agents didn’t always have time to apply them accurately when volumes surged.
- Some staff had to focus on these repetitive tasks, increasing the risk of errors and delays on higher-value topics.
On-Call (Astreinte) Emergency Management
Managing on-call (astreinte) requests for co-ownership (syndic) meant handling urgent issues outside office hours — where rapid categorization and reliable dispatch are essential, but manual flows add hidden friction.
- Residents expect quick answers, clear categorization, and immediate action at night or on weekends.
- Many after-hours calls follow known scenarios — like water leaks, heating failures, or noise complaints — that can be diagnosed and dispatched without full human handling.
- Without automation, on-call teams often spend time on non-critical cases instead of focusing on true emergencies and efficient interventions.
The AI Solutions
Email Triage Agent
To reduce manual workload and secure consistent assignment, Manda deployed an AI agent that handles co-ownership (syndic) emails directly in Front. The agent:
- Understands, categorizes, and assigns requests directly to the right property manager.
- Detects the related building or unit automatically to improve context.
- Ensures tickets are enriched and ready to be resolved quickly.
- Gives clear insights on volumes, patterns, and overall performance through categorization.
Astreinte Voice Agent
To guarantee rapid response and reliable dispatch 24/7, Manda integrated an autonomous voice agent for on-call (astreinte) co-ownership (syndic) requests. The agent:
- Answers urgent calls at any time — nights, weekends, or holidays.
- Identifies the type of problem and assesses its urgency level in real time.
- Qualifies requests and dispatches the right contractor immediately when needed.
- Logs each call with key details to ensure full traceability and better follow-up.
The results
- Customer interactions handled more reliably across email and on-call flows, ensuring consistent qualification and dispatch even during nights and weekends.
- Teams freed from repetitive level-1 tasks, allowing them to focus on complex cases, emergencies, and high-value interactions.
- Stronger operational control and visibility, with structured categorization powering better follow-up, analytics, and continuous improvement.
65%
of on-call (astreinte) calls handled autonomously
50%
of co-ownership emails auto-classified
3x
reduction in overnight support costs
“The results were impressive: 65% of calls led to a real interaction with the Yampa agent. On-call costs were divided by three, with excellent feedback.”
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