How AktivBo Turns AI Into Tangible Business Results

Artificial intelligence is rapidly enabling new services that help improve the tenant experience. By analyzing vast amounts of qualitative tenant feedback, AI helps us identify patterns, prioritize the right initiatives, and take a more proactive approach to customer satisfaction.

With years of experience in systematic customer satisfaction tracking within the real estate sector, AktivBo offers a robust infrastructure for collecting, analyzing, and acting on large-scale data. Every year, over 1.2 million open-ended responses are gathered from tenants worldwide, offering a unique window into the tenant experience. AI has now significantly expanded our ability to process and analyze this data. Combined with AktivBo’s action plan tool that generates AI-powered suggestions, property companies can move faster from insights to action.

Turning Text Feedback into Actionable Insight

AI makes it possible to identify recurring themes, apply sentiment analysis, and generate relevant action suggestions – all in a format the entire organization can use. The AI-generated recommendations include estimated time and cost, helping companies make smarter decisions in their improvement work.

“AI brings particular value when it comes to creating advanced, customized summaries based on tenants’ own words. Over 70% of tenants add open-ended feedback in our surveys. With our service, property companies can quickly identify the right focus areas – through both topic modeling and sentiment analysis, which classifies responses as positive or negative,” says Anton Persson, CTO at AktivBo.

For property companies with specific focus areas, AI-powered text analysis is a powerful tool to detect patterns and take targeted action.

“We have clients who want to understand what tenants think about specific topics, like outdoor environments or safety in residential areas. In these cases, AI is an extremely effective tool,” says David Frödin, Customer Development Manager at AktivBo.

Responsible AI, Built Around Customer Needs

Close, continuous contact with customers allows AktivBo to keep pace with technological development while ensuring that AI services are shaped by real user needs.

“We’re fully focused on one vertical and work closely with our clients every day. This creates strong relationships and helps us stay in tune with both local and international market developments,” says David Frödin.

AktivBo’s AI strategy emphasizes proactive development in line with technological progress, with a clear goal: to unlock deeper insights, support smarter decisions, and generate real business value – always with the customer at the center.

“AI is a key part of our agenda, but the value for our customers always comes first. We keep a close eye on technological developments, but what we deliver must be both valuable and secure,” says Anton Persson.

How does AktivBo ensure that technical innovation doesn’t compromise high security standards?

“Data security and privacy are top priorities. All our services are fully GDPR-compliant, and we never use survey data to train AI models. The data is deleted after processing,” explains Anton Persson. “We also use European AI providers to ensure resilience against regulatory shifts, and we strive to choose vendors with the best possible energy footprint. Sustainability is an important part of our AI strategy.”

Key Trends in Data-Driven Customer Work

Technology is constantly raising tenant expectations. To keep up, property companies must evolve their operations – and AI is making this not only possible, but practical.

“Many real estate companies already use AI in their daily operations – for maintenance, monitoring net operating income, and energy efficiency. But we often see a gap when it comes to customer satisfaction work. That’s where we come in,” says David Frödin.

Four Trends Driving Change

As experts in data-driven analysis, AktivBo closely tracks developments in the real estate sector. Four key trends are shaping how companies follow up, analyze, and improve tenant experiences:

1. Automated tenant journey tracking

2. Integration of data from multiple sources

3. AI-powered analysis

4. Growing demand for digital communication channels

“We’re seeing a major shift. AI and automation are becoming central to more proactive ways of working. The ability to combine data from different sources, analyze large volumes of feedback, and act in real time changes the game,” says Anton Persson. “One major area we’re focused on now is predictive analysis – giving users tools that tell them what to do, and when.”

While the shift presents challenges, it also opens new opportunities for companies ready to work more proactively with tenants. Through ongoing trend analysis and insight sharing, AktivBo helps its clients stay one step ahead.