Boardwalk REIT reinvents contact center service for 30,000+ residents

Introduction

Boardwalk REIT manages over 33,000 residential rental units across four Canadian provinces. To meet rising resident expectations and operational demands, Boardwalk partnered with Kore.ai to transform its contact center—balancing automation with the personal touch that defines its service.

The challenge

Boardwalk’s contact center, built on personal connection, struggled to keep pace during crisis events and seasonal spikes. The key pain points included:

Leadership needed a solution to deflect simple inquiries, reduce call volume, and free agents to focus on complex, high-impact support—without sacrificing empathy.

The solution

Boardwalk chose Kore.ai for its flexible, scalable AI platform—offering more than just contact center automation. Initial rollout focused on

• Deploying Kore.ai’s Agent Platform and SmartAssist within Boardwalk’s AWS-powered contact center
• Prioritizing core call center automation, then layering conversational AI for repetitive queries
• Collaborating closely to stabilize performance and clean inherited third-party code

This tactical deployment quickly evolved into a strategic partnership driving ongoing digital transformation.

Business impact

Boardwalk delivered measurable results in just a few months

Client testimonial

The Kore.ai advantage

Boardwalk leveraged Kore.ai’s platform flexibility and AWS-native integration to:

• Build a resilient, scalable contact center AI foundation
• Preserve empathy and responsiveness through SmartAssist
• Access a responsive partnership focused on rapid troubleshooting and continuous improvement

What’s next

Ready to enhance resident engagement and modernize operations with AI? See how Kore.ai partners with industry leaders like Boardwalk to deliver intelligent, scalable service that balances automation with a human touch.