Platform Architecture

Enterprise-Grade AI Operations Layer.

Built for institutional property firms managing 500+ units. Designed for reliability, security, and seamless integration with existing property management systems.

Core Technologies

The Stack

Natural Language Processing

GPT-4 and Claude models for intent classification, urgency detection, and sentiment analysis. Fine-tuned on 100,000+ real property maintenance requests.

Orchestration Engine

State machine-based workflow engine handling SLA tracking, escalation logic, and contractor dispatch. Processes 10,000+ events per second with sub-100ms latency.

Integration Layer

Universal connectors for Arthur Online, PropertyMe, Rent Manager, and others. Real-time data synchronization via webhooks and polling. Rate limit management and retry logic built-in.

Analytics Engine

Real-time performance dashboards showing automation rate, contractor rankings, cost trends, and SLA compliance. Exportable reports for executive review.

Multi-Channel Intake

WhatsApp Business API, email parsing (SendGrid), web forms, SMS (Twilio), and phone transcription. All channels normalized into unified workflow.

Security & Compliance

Security-first architecture with end-to-end encryption for tenant data. GDPR-aware design with role-based access control (RBAC) and audit logging.

AI Classification

Instant Triage & Routing

When a tenant sends a message like "My toilet is overflowing, water is leaking into the living room!", Palisor's NLP engine analyzes the text in under 500ms and extracts:

  • ✓
    Category: Plumbing (with 98% confidence)
    Identifies whether issue is plumbing, electrical, HVAC, appliance, pest control, structural, or other.
  • ✓
    Urgency: Emergency (requires <4hr response)
    Classifies as emergency, urgent, normal, or low priority based on keywords and context.
  • ✓
    Sentiment: Stressed/Urgent (high emotional intensity)
    Detects tenant emotional state to prioritize distressed tenants and adjust communication tone.
  • ✓
    Location: Bathroom + Living Room (water damage)
    Extracts affected areas for contractor briefing and cost estimation.

The system then automatically triggers the emergency protocol: retrieves tenant data from PMS, identifies 24/7 emergency plumbers within 10km, ranks by historical performance, dispatches highest-rated available contractor, and notifies tenant—all within 60 seconds. 

// Example API Response from Classification Service
{
  "request_id": "req_89a7f2",
  "tenant_message": "My toilet is overflowing...",
  "classification": {
    "category": "plumbing",
    "confidence": 0.98,
    "urgency": "emergency",
    "sla_hours": 4,
    "sentiment": "stressed",
    "emotional_intensity": 0.87
  },
  "processing_time_ms": 420
}
Contractor Selection

Algorithmic Dispatch

Palisor doesn't just randomly assign contractors. The system uses a multi-factor scoring algorithm that evaluates:

  • ✓
    Specialty Match: Plumber for plumbing, electrician for electrical, etc. Weighted scoring for niche skills (e.g., tankless water heater specialists).
  • ✓
    Geographic Proximity: Contractors within 5km ranked higher than those 20km away, reducing response time and travel costs.
  • ✓
    Historical Performance: Completion time, cost vs. estimate, tenant satisfaction ratings, and repeat calls (lower is better) from past 100 jobs.
  • ✓
    Current Availability: Real-time calendar integration. If Contractor A is booked for 3 days, system skips to next-best available contractor.
  • ✓
    Cost Efficiency: Average invoice amount for similar jobs. System learns "Electrician B charges 15% more for outlet repairs" and factors into ranking.

The algorithm re-scores all contractors every time new performance data comes in. Over time, high-performers get more work; underperformers get deprioritized or removed from the network.

Integration Architecture

PMS Connectors

Palisor integrates with your existing property management system via secure REST API connections. We support:

  • ✓
    Arthur Online: (Live) Full read/write access to tenant records, lease data, maintenance history, and work orders. Production-ready integration with bidirectional sync.
  • ○
    PropertyMe: (Coming Q2 2026) Real-time webhook notifications for new tenants, lease changes, and maintenance updates.
  • ○
    Rent Manager: (Coming Q3 2026) Polling-based sync for systems without webhook support.
  • ✓
    Custom Systems: We build custom connectors for proprietary or legacy systems. Contact us to discuss your PMS requirements.

Zero Data Migration: Your PMS remains the single source of truth. Palisor caches tenant data for fast lookups but always defers to the PMS for authoritative information. If a tenant moves out in your PMS, Palisor automatically updates within seconds.

Rate Limit Management: Many PMS APIs have strict rate limits (e.g., 100 requests/minute). Palisor's integration layer handles queuing, retries, and exponential backoff automatically, ensuring we never breach API limits and cause disruptions.

Security & Compliance

Enterprise-Grade Infrastructure

Property data is sensitive. Palisor is built with security-first principles from day one.

Data Encryption

All data encrypted in transit (TLS 1.3) and at rest (AES-256). Database fields containing PII are encrypted with industry-standard key management practices.

Security-First Architecture

Built with security best practices from day one. Detailed audit logs for all system actions. SOC 2 compliance on our roadmap as we scale to enterprise customers.

GDPR & Privacy

Designed for GDPR compliance with data residency awareness. Tenant data deletion on request. Right-to-access and data portability capabilities built into the platform.

Access Control

Role-based access control ensuring property managers see only their portfolios and contractors see only assigned jobs. Enterprise SSO/SAML integration available on request.

Infrastructure

Cloud-hosted infrastructure with automated backups and monitoring. Designed for high availability with redundancy built into critical systems.

Secure Development

Security-conscious development practices including code review, dependency scanning, and regular security assessments. Responsive vulnerability management.

Performance

Built for Scale

Palisor is designed to handle institutional portfolios with thousands of units and hundreds of maintenance requests per day.

  • ✓
    Sub-Second Response: AI classification, tenant lookup, and contractor ranking complete in <1 second for 95th percentile requests.
  • ✓
    10,000 Events/Second: Orchestration engine processes status updates, notifications, and SLA checks at 10k events/sec with sub-100ms latency.
  • ✓
    99.9% Uptime: Multi-region deployment with automatic failover. Maintenance windows scheduled during low-traffic periods (2-4 AM local time).
  • ✓
    Horizontal Scaling: Auto-scaling infrastructure adds capacity during peak hours (Monday mornings) and scales down during quiet periods (weekends).