Answers to all of your questions

What is AiVA and why does it matter?
AiVA (Artificial Intelligence Verification Assessment) is Business Observations’ independent certification and benchmarking program for AI performance in leasing. As AI becomes a frontline leasing agent, teams need objective, defensible verification that those interactions are compliant, accurate, and effective — delivered through standardized secret shopping and expert audit, not vendor self-reporting. As Kris Wegener, CEO of Business Observations, puts it: “AI is no longer a tool, it’s a team member — and should be measured the same.”

Why does AI need to be certified?
AI is already a fully active member of the leasing team — and unlike human agents, it’s working around the clock, including nights and weekends when no one’s watching. AiVA evaluations are weighted toward after-hours performance, since that’s often when AI is the only one representing your team.

What does AiVA assess?
Every AiVA certification evaluates five areas: Fair Housing and regulatory compliance, accuracy and consistency of information, lead qualification and conversion, customer experience and engagement, and AI-versus-human effectiveness and recovery.

How does AiVA work?
Standardized secret shops are conducted across phone, chat, and digital leasing channels. Each shop is scored against the AiVA Verification Assessment Scorecard, audited by trained, certified evaluators, and reviewed for compliance, accuracy, and performance. Results roll up into certification scores, benchmark reports, and executive dashboards.

What is the AiVA Certification Scorecard?
The standardized framework behind every score, evaluating three areas: Verification & Compliance, Enhanced Experience, and Value Add & Engagement — each with objective, weighted criteria and clear thresholds for Fair Housing and regulatory risk.

Who performs the evaluation?
All AiVA shops are audited by subject matter experts trained in Fair Housing and regulatory standards, leasing best practices, AI conversation analysis, and customer experience and compliance documentation — ensuring scoring stays consistent and defensible.

What makes AiVA different from vendor reporting?
AiVA doesn’t rely on vendor self-reporting or platform dashboards. It applies one independent standard across every AI phone and chat platform, so results are consistent, comparable, and unbiased — true apples-to-apples benchmarking.

How do teams engage with AiVA?
Through an AiVA Certification Program — not a software integration. It starts with certification setup (portfolio, channels, shop volume, scenarios), moves into ongoing verification (regular secret shops, expert audit, performance benchmarking), and produces certification reporting (property-level scores, portfolio benchmarks, AI-vs-human comparisons, executive summaries).

How often are shops conducted?
Daily for high-volume AI channels, weekly and monthly for portfolio benchmarking, quarterly certification reviews, and annual recertification — building an ongoing record rather than a one-time test.

What does certification mean?
It confirms AI and human leasing interactions meet compliance standards, information is accurate and consistent, customer experience meets industry benchmarks, and performance has been independently verified and benchmarked against peers.

Who uses AiVA?
Owners, property management companies, asset management teams, compliance and legal, training and performance leaders, and technology and innovation committees.

What problems does AiVA solve?
It minimizes AI risk, provides defensible Fair Housing documentation, creates objective AI-vs-human benchmarks, and supports leadership and frontline teams alike with independent, verified performance data.

What’s the long-term vision for AiVA?
To become the certification standard for autonomous leasing — the authority that verifies AI is answering calls, chatting with prospects, and influencing housing decisions fairly, accurately, and effectively.

How are shops delivered?
Shops, evaluations and/or reports are delivered via email. Embedded links open documents, audio recordings and videos and can be accessed at your convenience saving you time and money.

If my information is available on the internet, is it safe?
YES! All information is accessible in our secure website with a log in and individual password AND can be HIERARCHAL. Local staff only can see information regarding their location; regional directors view only information in their portfolio; corporate staff can have company wide access.

Are the evaluations accurate?
Evaluations undergo a 3‐step quality control process to confirm accuracy of objective questions, content and correct grammar and punctuation. Shoppers answer and comment on subjective questions based on their opinion of the situation or as they perceive the situation during the shop.

How are my results tracked?
All evaluations are scored to allow compilation of customized statistics to reflect results for the company, region, locations, evaluation category or even specific questions on the evaluation.