Scaling support in real estate is uniquely challenging: millions of residents, time-sensitive requests, and customers that rely on fast, accurate answers. For AppFolio, who supports 20,000+ property management companies, customer service is, "the heartbeat of why customers are actually buying the software itself."In this video, Guneet Singh, Vice President of Customer Experience & Care, shares how his team moved from a fully human support model to one where Fin, their AI Agent, now handles the majority of frontline conversations with remarkable quality and consistency.Since adopting Fin, AppFolio has:
✅ Reached 60–70% AI involvement across support
✅ Achieved 60–65% end-to-end resolutions
✅ Delivered instant, conversational help instead of canned responses
✅ Held an industry-leading CX Score of 93%
✅ Empowered their teams through no-code AI configuration
✅ Begun redefining roles - from agents to AI leaders and supervisors.
This is a shift toward a future where AI amplifies human capability, enabling support organisations to deliver fast, high-quality service at massive scale, while elevating the roles of the people behind it.
Whether you're evaluating AI for the first time or already deploying automation, AppFolio’s story shows what’s possible when the right technology meets a clear operational vision.