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\n Abbie Heslop at EBI.AI takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants.\u00a0\u00a0\u00a0<\/strong><\/p>\n Spending more time at home during enforced lockdowns has prompted people to question what they really want from their homes. According to homeowner and \u2018buyhavioural\u2019 data agency TwentyCi, the residential property market is at levels not seen for a decade and the market continues to enjoy a \u2018post pandemic surge<\/a>\u2019. There is positive news for the rental market too as experts like Hamilton Fraser<\/a>\u00a0anticipate the coronavirus crisis will lead many to view renting as \u2018a preferred option\u2019 to home ownership because it makes it easier to move on when circumstances change.<\/p>\n 5 ways to embrace the new world of right-sizing<\/strong><\/p>\n People have always talked about escaping to the country or right-sizing their properties.<\/p>\n Now, there is more emphasis on how people use their properties and what is required. That may mean an extra room for a new working from home (WFH) regime, undercover or heated outside space or investing in cosy interiors. It\u2019s a trend that\u2019s set to continue and offers huge opportunities for property agents and landlords to improve the customer experience and drive competitive advantage.<\/p>\n Through automation and machine learning, Artificial Intelligence (AI) combines efficiency with empathy. Implement the latest solutions to:<\/p>\n 1. Help customers self-serve their entire move experience <\/strong>\u2013 with quick and efficient answers, from the moment they start looking for a property to when they finally pick up the keys. For example, a prospective buyer could ask their smart speaker assistant \u201cto find an estate agent near me\u201d or \u201cshow me 3 bed houses in my postcode under \u00a3220,000\u201d and then look for information on the local school catchment area, broadband speed or nearest train station. Next, use AI to support tenants as they settle into their new homes.\u00a0 Take the example of Get Living, the largest operator in the UK\u2019s build-to-rent sector. Their Get Living AI Assistant called Evie is already welcoming residents of 500 new homes in Stratford, East London with information about their home, their appliances, utilities and surrounding amenities. Programmed to answer more than 150 queries, residents are able to ask questions from: \u201cHow do I set up an account with my energy supplier?\u201d<\/em>\u00a0to\u00a0\u201cWhere\u2019s the nearest pizza place?\u201d<\/em>\u00a0and\u00a0\u201cWhat’s happening around here this week?”<\/em><\/p>\n Like all AI tools, the more the Get Living Assistant is used, the smarter it becomes while the inbuilt feedback functionality is crucial for understanding residents\u2019 needs to deliver a more personal service and improve the rental offer.<\/p>\n 2. Create genuine sales and lettings leads for agents <\/strong>\u2013 pent up demand for property means higher customer expectations and greater competition among agents and landlords.\u00a0 AI is able to sift through and analyse unlimited amounts of data to provide real value to estate agents and landlords looking to stand out from the crowd. For example, a prospective customer can use online queries or voice commands\u00a0<\/em>such as\u00a0\u201cI want to view flats that have a communal garden in my area\u201d, \u201chow much is my home worth?\u201d and \u201chow do I get a mortgage?\u201d\u00a0<\/em>\u00a0The AI assistant would qualify and then book the customer in for a viewing at their preferred choice, give an approximate home evaluation or offer basic mortgage advice.\u00a0 All this information, along with the customer\u2019s contact details, are visible to the property agent who then has valuable insight into the customer\u2019s situation and buying preferences.<\/p>\n 3. Encourage self-service guided advice <\/strong>\u2013 at EBI.AI we have seen how property organisations are beginning to create a truly immersive experience using Alexa-style AI assistants that offer advice and visually show customers how to work the heating systems or reset the trip switch. Expect to see more of this type of \u2018guided advice\u2019 as innovations in AI power live video chats between digital assistants and customers to enrich the end-to-end property experience.<\/p>\n 4. Support efficient problem capture<\/strong> \u2013 things go wrong even in the best managed buildings.\u00a0 A tenant who has just moved into a new flat might turn to an AI assistant to ask what to do if the washing machine breaks down or the oven fan doesn\u2019t work.\u00a0 To offer quick service when things go wrong, commercial and resident property estate agency JLL launched \u201cProperty Bot\u201d.\u00a0 Tenants use the AI to report maintenance and repair issues via the website or app. After reporting the fault, tenants receive an instant reply. This gives them advice about how to remedy the fault or direct access to an engineer or handyman to book a visit. Good for tenants and good for promoting local businesses and services.<\/p>\n 5. Automate routine tasks\u00a0<\/strong>\u2013 and save precious time and energy.\u00a0 The AI technology at JLL takes just 30 seconds to deal with an issue. Because the bot can take on more routine tasks like maintenance requests, contract information and booking an appointment with a tradesperson, it frees up busy property managers to concentrate on providing a better rental experience for customers.<\/p>\n Now is the time to gear up to a positive, post-pandemic future. Use the benefits of AI automation and machine learning to improve the customer experience in the property market and boost competitive advantage for forward thinking companies. For more case studies, ideas and inspiration, visit www.ebi.ai<\/a><\/p>\n![\"EBI](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/02\/EBI-AI-Pre-tenancy.png\")
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Established in 2014, EBI.AI is among the most advanced UK labs to create fully managed, Enterprise-grade AI assistants. These assistants help clients to provide their customers with faster and better resolutions to their queries, and liberate front-line customer service agents from the dull, repetitive and mundane.<\/p>\n