Revolutionising Tenant Engagement in Social Housing
Transforming Tenant Experience with Microsoft Contact Centre & AI: Expanded Digital Channels, Smarter Case Handling, and Higher Satisfaction
Project Type
AI-Powered Customer Service Project
Challenges
- Limited Digital Channels
Prior to the transformation, tenant communication was restricted to voice and email, resulting in long wait times and low engagement among younger or digitally-savvy tenants. - Manual Case Handling & Reactive Communication
Agents manually created cases from conversations, and tenant outreach was mostly reactive, lacking timely updates or proactive engagement. - No Emotional Intelligence in Service Delivery
The system couldn’t detect tenant frustration or urgency, leading to missed opportunities for early intervention and support.
Solution
The provider deployed Microsoft Contact Centre with Copilot, fully integrated with Dynamics 365, introducing new digital channels and intelligent automation:
- New Channels Introduced: WhatsApp and chatbot were added to the existing voice and email channels, enabling tenants to engage via their preferred platforms.
- Copilot for Agents: Provided real-time conversation summaries, suggested responses, and auto-generated case notes, improving agent productivity.
- Sentiment Analysis & AI-Driven Case Creation: AI detected emotional cues (e.g., frustration, urgency) from conversations across all channels and automatically created or escalated cases in Dynamics 365.
- Event-Based Triggers: Automated reminders, surveys, and updates were sent to tenants for repairs, complaints, arrears, and other key events—via WhatsApp, email, or app notifications.
- Mobile App Integration: Tenants could report issues, check rent balances, and schedule appointments directly from the mobile app, reducing reliance on live agents.
Outcomes
The provider deployed Microsoft Contact Centre with Copilot, fully integrated with Dynamics 365, introducing new digital channels and intelligent automation:
- New Channels Introduced: WhatsApp and chatbot were added to the existing voice and email channels, enabling tenants to engage via their preferred platforms.
- Copilot for Agents: Provided real-time conversation summaries, suggested responses, and auto-generated case notes, improving agent productivity.
- Sentiment Analysis & AI-Driven Case Creation: AI detected emotional cues (e.g., frustration, urgency) from conversations across all channels and automatically created or escalated cases in Dynamics 365.
- Event-Based Triggers: Automated reminders, surveys, and updates were sent to tenants for repairs, complaints, arrears, and other key events—via WhatsApp, email, or app notifications.
- Mobile App Integration: Tenants could report issues, check rent balances, and schedule appointments directly from the mobile app, reducing reliance on live agents.
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