Tenant App 'Palette Kanri' Analyzes 270k Inquiries, Develops 274 FAQs and 30 Forms

Palette Cloud Inc. (Headquarters: Chuo-ku, Tokyo; Representative Director: Kimiomi Shirono; hereinafter 'the Company'), which provides the tenant application 'Palette Kanri' to property management companies, has analyzed approximately 270,000 inquiry data points collected over the past three years. Based on this, the Company has developed 274 FAQs and 30 forms essential for tenant management. By combining these with an AI chatbot, the Company facilitates tenant self-resolution and aims to curb the number of inquiries directed to property management companies.

Background of Development

Inquiries from tenants in rental management cover a wide range of topics, including equipment failure, noise complaints, lease confirmation, and living rules. Traditionally, creating comprehensive FAQs covering this breadth has been a significant burden, resulting in limited FAQ availability. Consequently, tenants often could not find solutions, necessitating human support.

To address this issue, the Company independently analyzed the approximately 270,000 inquiry data points accumulated in 'Palette Kanri' over the past three years, systematically analyzing the nature of inquiries occurring in tenants' daily lives.

Results of Data Analysis

274 FAQs - Optimal Grouping Derived from Data

The analysis revealed that inquiries in tenant management can be classified into 274 topics. This number is not merely a result of increasing types; it was derived from data analysis as the optimal solution where article granularity and categorization function most effectively.

30 Forms - Information Collection Based on Inquiry Content

Management companies need different information from tenants depending on the type of inquiry. For example, 'equipment failure' requires the location, symptoms, and photos, whereas 'noise complaints' require the time, frequency, and location. Analysis showed that classifying them into 30 types of forms enables the collection of necessary information without omission, leading to improved speed in initial responses.

Integration with AI Chatbot

While 274 FAQs cover the gamut of tenant management inquiries, it is difficult for tenants to reach their intended answer within the conventional method of searching by category. To address this, the Company provides a mechanism that can be introduced in conjunction with an AI chatbot.

The AI chatbot understands the intention of the inquiry through conversation and guides the user to the optimal FAQ. If the FAQ does not resolve the issue, it automatically directs the user to the appropriate form. This improves tenant self-resolution rates and reduces operational burdens by curbing the generation of inquiries itself.

Supports Individual Customization

The 274 FAQs and 30 forms are provided as standard templates. Management companies can select what is necessary for their company, and can also add or edit FAQs according to their unique rules and property characteristics.

Future Prospects

The Company will continue to analyze inquiry data to improve the accuracy of FAQs and forms. In conjunction with further advancement of the AI chatbot, the Company will continue to promote the improvement of tenant self-resolution rates and reduce operational burdens for management companies, working toward the realization of the vision to 'make real estate company operations stress-free'.

About Palette Kanri

'Palette Kanri' is a 'cloud-based tenant management system' specialized for the real estate industry. By centrally managing move-in documents (post office box codes, equipment manuals, trash days, etc.) and post-move-in communication (notices, inquiries) in the cloud, it realizes 'business cost reduction' and 'security improvement' through paperless processes, reducing property management company operations by up to 57% (*1).

There are many advantages for tenants as well, as they can perform various procedures and inquiries anytime from the dedicated tenant app (*2), and use various affiliated services together with a single login ID, 'Palette ID'.

In addition to the ease of implementation with no initial costs (*3), the system is backed by a robust support structure provided by specialized staff, and has been implemented in over 3 million properties nationwide.

*1 Performance value of business time reduction for rental management companies that implemented Palette Kanri.
*2 The Select Plan only provides a web page.
*3 Additional costs may be incurred if customization development is performed.

About Us

We have set a medium-term vision to 'make real estate company operations stress-free'. We will increase the productivity and motivation of all employees and work together as one to achieve this vision.

Company Name: Palette Cloud Inc.
Established: November 2010