Case Study: JLL achieves 60% AI-led maintenance call handling with EBI.AI’s Lobster

How build to rent trendsetter JLL uses Lobster AI to answer 60% of routine maintenance calls so staff can focus on turning units into homes

JLL, one of the world’s leading real estate companies, needed a faster, more efficient way to handle routine maintenance requests at its One Eighty Stratford build-to-rent property. Working with vendor EBI.AI, JLL looked to reduce the time property managers spent on back-and-forth calls and emails while improving the resident experience.

EBI.AI implemented its conversational AI platform, Lobster, integrated with JLL’s resident app and maintenance scheduling system so tenants could report issues and book repairs instantly. The result was strong adoption: JLL more than doubled its initial 25% target in the first month, and 60% of residents now use the AI assistant for maintenance requests, freeing staff to focus on higher-value service.

JLL

Sam Winnard

Director of Build to Rent Management