Derby Homes and Derby City Council are using two AI-powered virtual assistants from ICS.AI, ‘Ali’ and ‘Darcie’, to handle almost half of all inbound calls. The new AI assistants, Ali covering Derby Homes and Darcie covering Derby City Homes, are answering over 1,000 questions per day, directly handling around 45 per cent of all inbound…
Derby’s AI-powered phone handlers with ICS.AIRead More →
Customer Management
Self-service apps and portals – What’s right for you?
Housing Technology interviewed customer experience, housing management and digital specialists from 8×8, Civica, Insite Energy, Made Tech, NEC Software Solutions, Plentific, Rapid IS and Tunstall Healthcare on how housing providers can develop self-service strategies in order to delight and empower tenants, improve contractors’ productivity and streamline their own operational processes for greater efficiency. What makes…
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Tenant satisfaction measures – Get more compliments & fewer complaints
A housing provider in Glasgow recently spent an entire morning fielding phone calls from residents who wanted to let them know about a burst water main in the neighbourhood. The first call was extremely helpful in bringing the problem to their attention, but all subsequent calls simply repeated what the housing team already knew. Nevertheless,…
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Empowering the tenant experience
Tenant experiences and engagements are of paramount importance. Our previous article (in the May edition of Housing Technology) highlighted how AI integration can enhance and streamline these experiences, signposting a transformative era of innovation. This narrative extends towards how contact centre as a service (CCaaS) platforms further empower tenant experiences through state-of-the-art applications (apps) and…
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Sovereign Housing introduces XM Reality’s video repairs
With most internet users in the UK now using a smartphone, Sovereign Housing has introduced video diagnostics for its repairs reporting after a trial of XM Reality’s video-calling software. Originally introduced as a trial to diagnose and resolve boiler problems, the roll-out of XM Reality’s system has proven to be very popular with tenants. Since…
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Barnet Homes combats homelessness with MRI Housing Options
Barnet Homes is now using MRI Software’s Housing Options to manage its homelessness cases, allocations, referrals and reporting alongside compliance with the Homelessness Reduction Act (HRA) and Homelessness Case Level Information Collection (H-CLIC). Sonia de la Orden, data integrity project manager, Barnet Homes, said, “We needed a robust validation tool that identifies all H-CLIC errors…
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