30 Days With HIO: The AI Assistant For MultiFamily
Created for distributed teams; designed to preform at enterprise scale
HIO was built to ease the burden of knowledge management for property operations.
September 2025, HIO delivered
an assistant for PeakMade employees, branded through a collaborative implementation.
Numbers At A Glance
Knowledge Base
3800+
Documents synced to knowledge base
537
Unique documents cited
101
Knowledge gaps identified
30 Day Usage Stats
2400+
Messages
70.43%
Of Properties
90
Unique Job Titles
Client Overview
Founded: January 2011
Type: Mixed Owner/Operator
Portfolio: Multifamily, Student, Affordable
17,000+ Units Under Management
900+ Employees
The Challenge
PeakMade’s leadership recognized the operational strain caused by:
Information fragmentation across hundreds of SharePoint folders and policy manuals.
Inconsistent access to up-to-date documents during time-sensitive resident and property operations.
Staff turnover & limited training bandwidth
Redundant internal questions, creating inefficiencies and staff frustration.
The Solution
Powered By
A Virtual Assistant Made For Operators
Scout Answers Questions Immediately
With the most up to date information, reducing repetitive questions & time lost searching.
Trained on company documentation, policy and procedure.
Unify knowledge & data sources across systems
HIO provides:
A single source of truth for employees
Updated knowledge & documentation accessible through an AI Assistant designed for distributed teams
Guardrails on multifamily policy
Observability monitoring & unique analytics
Accessible on desktop and mobile for both onsite & office employees by leveraging existing communication channels.
Identify missing, contradicting, or outdated materials, ensuring AI accuracy through expert oversight.
Knowledge Base Health Evaluation
Feedback Loop & Continuous Improvement
In the first month of HIO:
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PeakMade identified 106 instances of missing, contradicting, or outdated information resulting in knowledge updates to prevent future inaccuracies.
HIO Encourages Action
When Scout says “I don’t know,” administrators have visibility into unseen knowledge requests from their employees through HIO’s Model Studio.
This created an opportunity to update knowledge, preventing that question from going unanswered again.
Humans In The Loop
PeakMade leadership, AI Ambassadors, & HIO’s Data success team reviewed low-confidence answers from HIO (Scout) in order to properly identify any inaccuracies
Approximately 34% of adjustments required the HIO Agent to be adjusted. While the remaining 66% resulted in the addition, revision, or replacement of cited documentation
Impact Summary
Centralized Knowledge Ingestion: Scout was trained on PeakMade’s SharePoint structure, ingesting policies, forms, and FAQs directly from their environment.
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Reliability: Achieved 99.7% non-hallucination rate outperforming generic copilots or search-based tools while reducing the need for multiple AI licenses.
