AI and Outbound Communication: Helping Reduce Social Housing’s Workload
The social housing industry can harness the power of rapidly advancing AI systems to enhance customer experience.
The social housing sector, like many industries, has been given an opportunity with rapidly advancing Artificial Intelligence (AI). As the sector faces increasing demand for streamlined communication and a more responsive approach to tenant needs, AI is a key player in automating these processes effectively.
Generative AI (GenAI) has emerged as a defining force in the technology landscape in the last year, with the McKinsey Global Survey, ‘The State of AI in 2023’ finding that one-third of organisations have integrated GenAI tools into their operations. In 2024, GenAI has transitioned from a distant trend or possibility to an indispensable tool for real estate professionals to utilise.
One of these key ways is through askporter's 'Outbound Communication' feature. This was developed in collaboration with housing providers, this innovative tool automates mass communication on critical subjects, pre-empting potential issues for both building managers and tenants.
Can AI help with backlogged helpdesks?
At present, social housing help desks are bogged down with maintenance requests and related inquiries, which account for a significant portion of inbound traffic. Residents seek a more efficient means of reporting and resolving issues, this shows the need for modernising customer support.
Traditional solutions, such as tenant apps and bolt-on chatbots, have fallen short of meeting tenant expectations, often creating barriers to efficient communication, and leading to incomplete information collection. In response to these challenges, AI platforms have emerged as a viable solution.
These platforms offer a substantial return on investment for housing associations by keeping operating costs low while enhancing the tenant experience. Modern AI solutions, such as askporter's digital assistant, leverage conversational AI powered by natural language processing and machine learning to understand user queries and provide human-like responses. Unlike traditional chatbots, which rely on rule-based systems, modern AI platforms offer a more comprehensive and adaptable approach to customer support.
By leveraging our AI-powered platform, social housing management can significantly enhance operational efficiency. With askporter's end-to-end communications and task management platform, property managers can expect a streamlined process from issue raise to resolution, reducing manual outreach for social housing helpdesk centres.
askporter also offers omnichannel options, providing tenants with multiple channels for engagement and interaction, ensuring seamless communication for tenants and managers alike. Additionally, our virtual assistants are equipped to handle the natural increase in inbound traffic resulting from outbound campaigns, unlike traditional customer management tools limited by call capacities.
It's time for social housing management to embrace AI for effective outbound messaging. With askporter's Outbound Communication feature, annual damp and mould challenges can become opportunities for improved operational efficiency and enhanced tenant engagement.
What does AI adoption look like in social housing going forward?
The future of AI adoption in social housing holds numerous promising developments, including enhanced document ingestion capabilities, improved automation in outbound processes, and the emulation of emotional intelligence in AI interactions. As AI platforms continue to evolve, they are poised to become trusted partners in the social housing sector, offering expertise and solutions tailored to meet the industry's unique challenges.
Concerns regarding privacy, data security, and autonomy in AI decision-making are addressed through the concept of "keeping a human in the loop." askporter's approach to AI integration emphasises human oversight and control, ensuring that AI serves as a valuable assistant rather than a replacement for human decision-making.
Is AI Worth It for Housing Associations?
In short, yes. AI represents a pivotal opportunity for social housing to optimise operations, reduce costs, and enhance customer service in an industry where financial constraints and rising demand pose ongoing challenges. By partnering with innovative AI solutions like askporter, social housing providers can pave the way for a promising future, offering affordable housing options while meeting the evolving needs of tenants.
AI stands as a transformative force in the social housing sector, offering unprecedented opportunities for efficiency, innovation, and improved tenant experiences. It also allows social housing property managers to deal with the significant increase of requests that comes with outbound communication. As the industry continues to embrace AI solutions, the partnership between social housing providers and AI platforms holds the key to unlocking a brighter, more sustainable future for all stakeholders involved.
