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CASE 02Technical Lead & AI Architect

AI-Powered Resident Concierge

WhatsApp Property Management System

Client: Property management consultancy · UAE
Duration: Design through production deployment
WhatsApp APILLMNestJSNext.jsPostgreSQL
Zero Friction
Adoption via WhatsApp — no app download required
architecture.svg
WhatsAppBusiness APIResident MessagesLLM EngineIntent ClassificationEntity ExtractionContext MgmtRequest RouterMaintenanceVisitorsAmenitiesComplaintsOps DashboardSLA TrackingEscalation AlertsMulti-communityPostgreSQLRequest Logs · SLA Data01 RECEIVE02 UNDERSTAND03 ROUTE04 TRACKEscalation LoopMESSAGE FLOW · AI-POWERED RESIDENT CONCIERGE

The Problem

A UAE property management firm handling premium residential communities was drowning in tenant requests — maintenance, visitor access, amenity bookings, complaint tracking. Everything routed through phone calls and email chains. Response times were inconsistent and the operations team couldn't scale with the growing portfolio.

The Approach

I designed an AI-powered concierge system that lives where tenants already are: WhatsApp. The bot handles natural language requests, routes them to the right department, tracks resolution status, and escalates when needed. A management dashboard gives the operations team full visibility into every active request with SLA tracking.

Key Technical Decisions

  • 01WhatsApp Business API as primary interface — zero adoption friction for residents
  • 02LLM-powered intent classification and entity extraction for natural language
  • 03Structured conversation flows for high-frequency tasks (maintenance, visitor pre-approval)
  • 04Real-time dashboard with filterable queues, SLA tracking, and escalation alerts
  • 05Multi-community support with isolated data and configurable workflows per property

The Outcome

Residents interact through a channel they already use daily. The operations team gets structured, trackable data instead of scattered emails. Request routing that previously required manual triage now happens automatically through AI classification.

What I Owned

AI architectureWhatsApp integrationBackend servicesDashboardMulti-community config

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