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Loreburn Housing Association deploys AI chatbot


Loreburn Housing Association has launched an AI powered chatbot.

It has developed the solution, which was deployed in late November, with digital engagement specialist Futr to answer a range of questions from tenants.

The move is part of the organisation’s broader digital transformation programme, which includes looking at ways to reduce the pressure on its customer support team and give staff more time to focus on tenants most in need.

The chatbot sits on Loreburn’s website and answers incoming queries immediately, directed more complex enquiries to the customer support team.

Encouraging response

Sue Irving, director of housing services, said: “We have been able to add in a high number of questions and answers covering a significant proportion of tenant queries, and a range of more general questions to assist other users of the website looking for information. 

“The early response from tenants has been extremely encouraging. While we always need to be able to provide a human voice when needed, many of our tenants just want to find the answer to their question as quickly as possible, and so are happy to use the chatbot.”

A spokesperson for Futr added that the chatbot can respond across a range of digital channels and in more than 100 languages.

Loreburn Housing Association owns and manages more than 2,500 properties across Dumfries and Galloway.

Image from iStock, Thanmao

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