How Latchel Learns From Your Feedback (Reinforcement Learning)
Latchel’s maintenance system doesn’t just follow static rules — it continuously improves based on feedback from your team, much like a new employee would learn on the job. This process, known as reinforcement learning, allows the system to become better calibrated to your company’s specific policies, vendor relationships, and preferences over time.Watch this video for more detailed information on how you can reinforce the behavior of your intake settings!
very time the system handles a work order or an intake session, it makes a series of decisions: how to categorize the issue, how urgent it is, and who should be dispatched. When those decisions align with your expectations, the system reinforces that behavior. When they don’t, your feedback helps identify where an adjustment is needed. Rather than requiring a one-time setup, this is an ongoing process that adapts as your portfolio and preferences evolve.
You can rate any work order or intake session using a simple thumbs up or thumbs down.
Thumbs up confirms the system made the right call and should continue handling similar situations the same way.
Thumbs down flags that something didn’t match your expectations, prompting a closer look at how that item was categorized, prioritized, or routed.
For best results, ratings should reflect the accuracy of the system’s decision itself (categorization, urgency, routing) rather than unrelated factors such as a vendor’s delay or scheduling issue. Keeping feedback focused on the system’s decision-making helps ensure it learns the right lessons.
Ratings aren’t applied automatically without oversight. A team reviews patterns in the feedback submitted across your portfolio and makes intentional updates to the system’s rules and logic based on what’s being reported. Examples of past improvements driven this way include updating emergency classification rules for specific appliance types, expanding automatic dispatch rules to cover additional issue categories, and correcting vendor tags so preferred providers are matched to the right jobs.
Consistent use of thumbs up/down ratings on work orders and intake sessions helps reduce manual corrections, speeds up resolution times, and ensures the system reflects how your company actually operates — creating a smoother experience for both your team and your residents.
Last modified on July 24, 2026
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