United StatesReal estate2025 – ongoingFirstService Residential
HODA homeowner digital assistant
FirstService Residential reported 90% first-contact resolution for its HODA assistant
Problem
Residents needed quick answers to everyday community questions. Property managers also needed time to handle more complex matters with boards and residents.
Approach
FirstService Residential built HODA as a proprietary AI assistant integrated with its property-management platform. Residents used it for account balances, service requests and community information. A pilot across 900 communities preceded the June 2025 launch, with human associates still available.
Results
Takeaway
The company reported resolution at first contact. It did not disclose the measurement period or how resolution was assessed.
Categories
- Size
- Large enterprise
- Industry
- Real estate
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
FirstService Residential announced HODA after a pilot across 900 communities. It reported 90% first-contact resolution and described integration with community information and resident accounts.
Full details are in the original sources.
