Resident communications

Helping Housing Associations save time and improve resident services while maintaining profit margins as costs continue to rise.

Automating services across areas like repairs and payments reduces call and email volumes by up to 50%, saving tens of thousands of pounds for the business every year.

Logicdialog gives housing associations the tools to rapidly build, integrate and launch AI powered digital assistants that easily automate these services.

Trusted by…

We analysed the calls and emails of 50 UK Housing Associations…

Analysing the call and email volumes (and topics) of 50 UK Housing Associations highlighted a few key findings:

  • Repair related contacts contributed c25% of all contact centre traffic

  • Payment related contacts made up a similar proportion

  • All of these contacts are highly transactional and can easily be automated

  • Doing so would reduce cost to serve by around £15,000 per month*

*based on industry standard call length, cost per call minute, and 70% uptake

G15 Housing Association targets 50% reduction in repair booking calls with web and Whatsapp digital assistant.

logicdialog has been rolled out across the property portfolio of a G15 Housing Association so that residents can book repairs, make payments, check balances, and access information via a digital assistant. ‘Sherlock’, (the name of the digital assistant!) lives on the company’s website, in their mobile app, and on their Whatsapp channel.

Residents can now access services and information 24/7/365 using whichever channel they choose. That’s a great resident experience, and it means that 50% fewer phone calls and emails will come into the client’s contact centre - saving around £250,000 per year.*

* based on industry standard cost to serve

Housing Associations have a responsibility to provide good quality, well maintained, affordable housing for some of society’s most vulnerable…

We know you take this responsibility seriously, but new pressures are being felt across the sector. Covid19 caused immediate financial issues for many residents, and created rising costs in the supply chain. That makes property maintenance (repairs and upgrades) harder to facilitate, but no less of a regulatory and ethical necessity.

Now more residents are falling into rent arrears as the cost of living soars, and more housing associations are searching for operational efficiencies that will help to maintain margins without increasing rent, and allow them to deliver the living standards everybody deserves.

Our logicdialog service automation platform is supporting housing associations by saving them time and money that can be rediverted to better support residents.

Book your free consultation and we’ll happily advise on how best to integrate conversational AI into your Housing Association for the benefits of the business and your residents.

Build + integrate

Take a closer look at logicdialog

Rapidly build, integrate, train, test and launch AI powered digital assistants in any language and across any digital channel. Automate 60% of your inbound contacts, and free up time to better support more vulnerable citizen and complex cases.

Train + test

Launch + learn

No code needed with logicdialog’s intuitive drag and drop digital assistant builder. Collaborate with team mates to build out the experience your citizens will love to use. Integrate your digital assistant with any of your existing platforms to push, pull and share the data needed to provide exceptional customer (and colleague) service.

Your digital assistant can get more intelligent every day with logicdialog’s assisted machine learning suite. Easily identify if and/ or when your digital assistant has failed to provide correct answers, and use a simple drag and drop interface to ‘teach’ your digital assistant what it should have done to enhance its’ intelligence over time.

Conversational data is one of the greatest untapped resources at the disposal of any Local Authority.
logicdialog collects, analyses and visualises this dataset so you can better understand and better serve the people most important to your business… citizens and colleagues.

FAQs

  • We are GDPR compliant and ISO27001 accredited. Security comes as standard when you work with us.

  • Yes, we are infrastructure agnostic and API led. We can work directly with your technical team to ensure IntelAgent is integrated correctly.

  • Just minutes. Click on the ‘Get A Price’ button, speak directly with one of our experts to discover exactly how IntelAgent could work for your specific needs.

  • Your teams can be on hands on or hands off as they like. We’ll analyse your data for free and recommend best practices. We can build out your digital assistants for you, or train your teams on our drag and drop builder and the wider IntelAgent platform.

  • We can help you to do this, but even without that data we have such vast experience in the local government sector that there are very solid estimates we can use to inform the project and the ROI of your digital assistant deployment.

  • We are the most widely used digital assistant platform in the Local Government sector. We have deployed for Monmouthshire, Herefordshire, West Berkshire, Oadby and Wigston, Havering, Rugby, Central Bedfordshire… and many more local authorities!

  • 79% of people now expect you to use chatbots and digital assistants, citizens want you to make it easier for them to self-serve.

    Remember, when you join us you’ll gain full access to our ‘Citizen self-serve promotion guidebook’. A few examples, of ways our customers encourage use;

    - Easily link your chatbot from your social channels.

    - Add to your email signature.

    - Pin social posts about your digital assistant.

    - Add encouraging instructions into your IVR system.

    - Blog about your digital assistant.

    - Run competitions to name your bot

    There are countless methods and the more awareness raised, the more citizens will adopt the channel, meaning more time for you and your team to support the people that really need help!

  • The phone is the most commonly used channel because it’s the longest established channel, and there has never been another viable choice when immediate answers are needed.

    But digital assistants are being more widely adopted; Huffington Post says that 79% of people now expect businesses to use chatbots and/or digital assistants, and by offering this channel to the people willing and able to use it, you are freeing up your phone lines for the people that are less digitally savvy - often the elderly, in someway isolated and/or disadvantaged.

  • We’ve done this many times for Local Authorities, and our experience makes it pretty easy to know where your biggest gains are to be had.

    We also assess your call data and talk to your customer service teams to validate our assumptions.

    We can help you make an immediate impact!

  • We appreciate how stretched resources can be, that’s why we’ve made it possible for your digital assistant to go live with zero input from you. How does this work? We have tested, pre built frameworks that cover your service lines and will support citizen self-serve.

    All you need to do is copy and paste a line of code into your website.

  • Our IntelAgent platform has an intuitive and powerful data dashboard. You will be able to quickly and easily see key data points like; number of users, repeat users, levels of ‘full automation’ vs ‘triage’ (i.e. the bot has taken information and passed your citizen to the most appropriate human agent), citizen sentiment, key topics and much more!

    Also, don’t underestimate the good will factor; citizens will appreciate your citizen centric approach and the fact you are supporting their desire to self-serve.

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