Contact Center
Agent Assist: How Facility Teams Are Getting Faster & Sharper with swivl
Facility operators tell us the same story in different ways. The inbox is full. The phone keeps ringing. Tenants expect answers instantly, and the team can’t keep up.
Facility staff are stretched thin, managing incoming calls, live chats, and email threads while juggling daily operational tasks. In short, they’re struggling to keep up.
Naturally, that led to a few questions we kept hearing from operators:
- How can we respond faster without losing quality?
- Can we trust automation to represent our brand accurately?
- Will AI ever help, rather than overwhelm, our team?
So, we decided to address those questions head-on in this article.
Straight off the bat, here are a few things Agent Assist does differently:
- Speeds up tenant responses inside swivl’s inbox.
- Learns from real tenant conversations for accuracy.
- Keeps staff in control while automating the repetitive work.
If you’ve been waiting for a way to scale communication without burning out your team, this is the moment to pay attention.
What Is Agent Assist?
Agent Assist is a feature inside swivl designed to make support teams faster and more confident when responding to tenants. It lives directly inside the swivl inbox. This is where agents can generate a high-quality draft response to any inquiry with one click.
The idea is simple: no more staring at blank screens or rewriting the same message five times. Agent Assist builds a smart response using conversational context and data from your facility, which the team can review and send immediately.
Each message stays on brand, aligns with the tenant’s tone, and delivers accurate information drawn from real facility data.
How Does It Fit Into Daily Operations?
We’ve noticed that operators using Agent Assist for even a week start to feel the time savings almost immediately. Routine questions about things such as gate codes, billing updates, and reservation details stop consuming hours of staff time.
An agent reviewing messages can now respond in seconds rather than minutes. That speed multiplies over hundreds of interactions per day. The system adapts to your workflows and your team’s phrasing, so responses never sound robotic.
Facility managers also gain oversight because every interaction is visible, and agents remain the final decision-makers before sending replies. That balance keeps automation useful but never intrusive.
What We’ve Seen Happen Across Facilities Using It
Teams adopting Agent Assist often report an unexpected side effect: morale improves. Staff who once felt drained from constant typing now focus on higher-impact work. Training new hires becomes easier because the platform offers examples of effective replies already inside the system.
Some facilities have cut average response times in half. Others have noticed better tenant satisfaction scores because messages reach tenants faster and with fewer errors. Agents also report less mental fatigue since repetitive tasks no longer dominate their day.
Prospective tenants expect instant answers and the longer a question lingers unanswered, the lower the chance of converting that lead into a paying customer. Quick communication impresses prospects and helps capture revenue.
When an inquiry lands at two in the morning, swivl’s automation keeps the conversation active. Agent Assist supports this rhythm during office hours by giving staff the power to handle spikes in communication without falling behind.
What Makes Agent Assist Different From Generic AI Tools
swivl's self-storage Natural Language Processing (NLP) model uses the power of our extensive proprietary data derived from analyzing over 750,000 customer conversations.
General-purpose AI generates real understanding. The system learns from real tenant interactions, using swivl’s domain-specific foundation built for self-storage.
You’ll find that generic chat systems produce text that sounds polished but lacks factual grounding. swivl’s infrastructure connects directly with facility data, pricing information, and communication history. That link keeps responses rooted in an actual understanding of how your facility operates.
What we've seen is that teams using Agent Assist rarely need to double-check messages for accuracy. The AI has context baked in from the start, which builds confidence across the entire team.
How Teams Stay In Control & Intelligence Compounds Over Time
AI in tenant communication can feel intimidating at first. Some operators worry about losing control of the brand voice, but Agent Assist solves this by keeping humans in the loop.
Every response remains editable before it goes out. The system provides suggestions, not replacements. This means that staff will still make the final call on tone, phrasing, and delivery.
We want swivl to build trust internally. Managers know their teams aren’t handing over communication to a black box, but rather getting a head start on every message.
Each conversation teaches the system and makes it a little bit smarter every time. The AI analyzes patterns across thousands of responses to refine how it interprets intent and tone. As operators continue using it, suggestions become sharper and more aligned with their unique workflows.
The process happens quietly in the background, without manual updates or training sessions. The AI adapts naturally, pulling from the same data the team already relies on.
We have seen operators describe this evolution as gaining a “second voice” that understands both the business and the customer base equally well.
How Agent Assist Impacts Tenant Experience
Tenants rarely notice the AI, but what they are aware of is the increased responsiveness. They send a message and receive a quick, accurate answer.
That’s going to help shape long-term loyalty. A smooth communication experience builds credibility faster than any marketing campaign could. Each fast, correct response reinforces that the facility is organized, professional, and absolutely dependable.
Over time, this consistency creates a reputation that converts new prospects on sight!
Why Operators See ROI Quickly
Operators tell us that their teams are handling double the message volume without increasing staff, while tenants report shorter waiting times and smoother issue resolution.
In a nutshell, these are the three main benefits you can expect from Agent Assist:
- Response time drops
- Staff efficiency rises
- Fewer leads fall through the cracks
Facilities using Agent Assist see tangible cost savings within weeks. Payroll hours previously spent handling repetitive communication get redirected toward business development or on-site improvements. This means managers gain time to focus on expansion planning instead of inbox management.
The return compounds over time. Every automated suggestion is another minute reclaimed for meaningful work. Some facilities have even redefined their staffing models after integrating Agent Assist. Rather than hiring more support agents, they’ve invested in strategic roles to grow occupancy and retention.
AI, in this sense, becomes a multiplier rather than a replacement.
Built On Over 750,000 Tenant Conversations
We built Agent Assist for operators who value speed and accuracy but refuse to sacrifice their facility brand voice. Sure, you can find generic chatbot tools to integrate with your facility operations, but are the really capable of answering specific queries from prospective and existing tenants? We doubt it.
swivl’s mission remains the same as it was at launch: to help self-storage operators create effortless, intelligent, and reliable communication systems. Agent Assist takes that mission further into everyday reality.
If you’re ready to give your team an edge in responsiveness and accuracy, now’s the moment to see what Agent Assist can do inside swivl. Book a demo with our team today.
