Maximise Customer Experience with Conversational AI

Deliver a Better Customer & Tenant Experience for a Lower Overall Cost: Artificial Intelligence (AI) and conversational AI is starting to become an instrumental role in the evolution of customer experience – helping reduce the overall customer effort and meeting the ever-rising expectations of the ‘always-on-access’ tenants, who instinctively want to self-manage on their own terms.

Unlike normal chatbots and a lot of AI assistants, this solution can be deployed on SMS, WhatsApp, Facebook Messenger, and Twitter direct messages, giving you unparalleled reach so that you can meet your tenants wherever they are.

Studies show that not all interaction between a tenant and a housing association is via a telephone or email. Channel choices on how people interact with your organisation are:

  • 57% Live Chat
  • 60% Email
  • 62% Telephone
  • 51% Online Knowledge Base
  • 34% Click-to-Call
  • 8% Social Media

Social housing has always needed flexibility in customer communication, and this has never been more so.  We understand your need to have an assurance that you can reach, or be reached by, your customers without interruption. In an environment where each customer communication could be crucial to them, be it to raise a repair, make a rental payment, report an issue or an equally important issue, you need to be there for them. Can you guarantee that will be the case and are your systems resilient enough?

Conversational AI  allows advisors to spend more time on complex or high-value interactions instead of common questions such as ”I want to log a maintenance request”. With AI, the tenant can log the issue, with pictures; then the housing association can schedule in an appointment with the repair contractors and send a confirmation to the tenant.

Research has been done to ensure there are conversational AI personas that understand domains of knowledge for each vertical market including housing, with defined common processes and prospect and tenant enquiry resolution paths fully mapped. Using this persona as a starting point enables your organisation to retain control of the brand experience, without having to “start from scratch” to define the conversational AI experience.

How many conversations are you missing? You only know about the customers and prospects that contact you, or who are willing to wait to connect with a member of the team. Don’t let any prospect enquiries slip away and generate more sales by letting a chatbot speak with the ones you aren’t getting to.

  • Increase tenant engagement.
  • Increase employee satisfaction.
  • Allow staff to spend time on complex or high-value interactions.

Be available for clients 24/7

Doing business doesn’t need to be saved for opening hours. Let tenants connect with your business at a time that suits them. The chatbot uses natural language and answers in your brand tone, meaning your customers get a consistently excellent experience.

It isn’t just a ‘chat bot’

Once plugged in, the conversational AI chatbot will work to learn your organisation, further develop its industry sector knowledge and will intelligently output information instantly. The hardest worker in your organisation, this conversational AI chatbot enables customers to self-serve, and helps prequalify potential customers and so increases sales teams’ effectiveness.

  • Integrate with your CRM
  • GDPR Compliant
  • Natural language conversations
  • The conversational AI will learn and retain your content – the more it chats the more intelligent it becomes
  • Considers staff availability and urgency before assigning conversations
  • Responses are not predefined
  • Knows who and how to ask for help in your business
  • Single dashboard view of performance and reporting
  • Seamless transfer to other channels and detailed handover to other members of staff

If this is something you would like to incorporate into your organisation, contact us today on 0345 362 0 247 or email AI@matrix247.com to organise a free demonstration with one of our specialists who will show you how conversational AI can fit into your business.











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