5 concrete use cases of AI in social housing

The challenge

Social housing providers face a high volume of daily emails, ranging from information requests to fault reports, questions about charges, or relocation demands following tenant moves. Handling them manually is time-consuming, requires significant resources, and often extends response times.

The AI solution

The Mailbot automatically analyzes incoming emails using natural language processing. It identifies the content, classifies it, translates it if necessary, processes attachments, and generates personalized replies. It autonomously handles simple requests and forwards only complex cases to advisors, supported by pre-processing and automatic categorization.

How to deploy a Mailbot?

To deploy a mailbot effectively, it’s best to proceed step by step and validate results progressively:

• Step 1: Analyze the email history to identify the most frequent requests and gain a better understanding of tenant expectations.
• Step 2: Define suggested replies tailored to these topics, with careful attention to tone and personalization. This will later allow the generation of complete, contextual responses in a single click.
• Step 3: Set up forwarding rules so that complex cases are routed to the appropriate teams without any loss of information.
• Step 4: Connect the Mailbot to property management tools so it can directly access the necessary data and provide accurate answers, thanks to seamless integration with your CCaaS solutions via API.
• Step 5: Implement a continuous process of testing, evaluation, and optimization to ensure proper deployment of the solution and guarantee optimal service quality.

What are the benefits of integrating a Mailbot for social housing providers?

Adopting a Mailbot delivers significant time savings by automating repetitive tasks and allowing advisors to focus on higher-value interactions. With AI, the quality and accuracy of responses are enhanced, reducing errors and ensuring greater consistency. Tenants benefit from an improved customer experience with shorter response times, leading on average to a 30% increase in satisfaction.

Advisors also see direct benefits. The Mailbot reduces handling time by an average of 40%, boosts sales through more relevant recommendations, and contributes to a 30% decrease in turnover by improving advisor satisfaction.

This technology also continuously evolves based on customer feedback, ensuring a solution that remains relevant, effective, and aligned with real field needs.

The challenge

Tenants expect immediate answers, at any time of the day or night. However, social housing providers’ websites and mobile apps don’t always manage to deliver the right information quickly and clearly. This can create frustration, significantly increase call volumes to advisors, and further burden already busy teams.

The AI solution

The AI agent or AI chatbot engages with visitors on websites, messaging platforms, and mobile apps, analyzing their requests and delivering personalized, contextualized answers in real time. Powered by a centralized repository of intents and solutions, it goes far beyond traditional FAQs. Thanks to natural language processing and generative AI, it accurately identifies tenant intent.

Connected to the provider’s information systems and databases, the AI agent can, when needed, access tenant records (history, ongoing requests...) and adapt its responses to the context. It autonomously manages simple requests and routes complex cases to the right advisor, automatically transferring all relevant information previously collected. Tenants no longer have to repeat themselves, the experience becomes seamless, and teams can focus on higher-value situations.

How to integrate the conversational AI agent into customer service?

• Step 1: Map user journeys across all digital channels (website, mobile app, visual IVR) to identify friction points and better anticipate tenant needs.
• Step 2: Build a unified intent repository from historical requests (emails, calls, browsing data) and enrich it with internal procedures, FAQs, and recurring cases. This knowledge base provides the AI agent with reliable and structured content.
• Step 3: Work with a technology partner that offers secure authentication to enable access to tenants’ personal data while ensuring GDPR compliance and adherence to cybersecurity standards.
• Step 4: Define clear orchestration rules for escalation to human advisors across all channels (calls, emails...), with automatic transfer of context to guarantee a smooth omnichannel experience, meaning no disruption for the tenant.
• Step 5: Gradually roll out the AI agent on strategic channels (web, mobile, voice), testing key scenarios and then continuously optimizing through user feedback and performance analytics.

What measurable benefits come with an AI agent?

With its 24/7 availability, the AI agent ensures immediate responsiveness and quick answers, adjusted in real time to tenants’ needs. This advanced personalization reduces the burden on teams for repetitive tasks and significantly improves the tenant experience. In practice, automated journeys already deliver more than a 25% increase in customer satisfaction, a significant drop in unqualified requests, and smoother routing to the right services. Operating across messaging platforms, websites, and mobile apps, the solution remains fully GDPR-compliant and guarantees an experience that is both secure, efficient, and tailored to social housing.

The challenge

Social housing providers’ phone lines are heavily solicited, especially during peak hours. This overload complicates call flow management and undermines the tenant experience. Traditional voice menus, often too complex, make journeys longer and can cause frustration, even leading some callers to give up. At the same time, long wait times negatively affect the perceived quality of service and reinforce a sense of inefficiency. In this context, advisors must spend a large portion of their time qualifying requests before addressing them, which increases their workload and delays problem resolution.

The AI solution

The visual IVR, triggered during a phone call, takes the form of an interactive interface displaying options on the caller’s screen. It guides tenants through their requests and, connected to business tools, automatically routes each request to the right contact or the most relevant channel. In just a few clicks, tenants can view available options, book an appointment, or track the progress of an intervention, without navigating complex voice menus or waiting on hold. This approach streamlines the user experience, reduces processing times, and efficiently directs each request to the most appropriate channel, whether digital or human.

How to implement a visual IVR?

• Step 1: Identify and thoroughly analyze recurring call reasons (rent receipts, repair requests, complaints, case follow-ups, reminders) using call center data. This analysis helps optimize the visual IVR tree structure, making it more intuitive and focused on tenants’ priority needs.
• Step 2: Design, with the support of a provider specialized in the social housing sector, a clear, ergonomic, and responsive visual interface. It should align with the provider’s identity while remaining accessible to everyone, including vulnerable audiences or those less familiar with digital tools. The use of explicit pictograms, simple language, and effective content hierarchy enables intuitive navigation and immediate understanding.
• Step 3: Connect the interface to business systems (CRM, property management tools...) to allow dynamic and personalized displays based on tenant profiles and request history.
• Step 4: Roll out the most in-demand self-care journeys (rent receipt consultation, document downloads, appointment booking) so tenants can resolve their requests independently while reducing advisors’ workload on simple issues.

Why implement a visual IVR?

With a visual IVR, tenants gain easier access to digital services, which significantly improves reachability and reduces pressure on call centers. Automated journeys increase the use of self-care, giving tenants the ability to resolve common requests quickly and easily on their own. This autonomy reduces processing costs while boosting tenant satisfaction. Finally, advisors have more time to handle complex situations and provide personalized support, improving the overall quality of service delivered.

The challenge

Today, tenants use many different channels to reach their housing provider: phone, email, website, mail, or even in-person visits at the agency. This multiplicity of touchpoints complicates case follow-up, as information is often scattered from one channel to another, making it difficult to have a complete overview. It also creates inconsistencies in the quality and coherence of responses, which can undermine tenant trust and extend processing times. In a context where teams must handle a high volume of requests, it has become essential to centralize interactions and ensure a seamless experience, regardless of the channel or time of contact.

The AI solution

Omnichannel orchestration ensures a tenant relationship that is smooth, consistent, and fully traceable. At every interaction, whether it’s a phone call or a visit to the online portal, contextual information (such as the reason for contact) is taken into account to deliver the right response and provide a continuous, coherent experience across channels.

This approach also makes advisors’ work easier, as they have a complete, up-to-date view of past interactions, enabling them to respond faster, more accurately, and with greater empathy. From the tenant’s perspective, this unified experience clarifies the process, strengthens trust in the answers provided, and reduces the effort required to obtain follow-up or resolution.

What are the steps to implement omnichannel orchestration?

• Step 1: Map all tenant touchpoints to identify actual journeys, redundancies, breaks in the experience, and friction points. This phase lays the groundwork for an effective omnichannel approach.
• Step 2: Synchronize interactions across all channels (voice, digital, physical) in real time, so that each AI agent or human advisor can access up-to-date context. This prevents tenants from having to repeat themselves and improves overall efficiency.
• Step 3: Set up unified dashboards for tenant relationship managers. These tools make it possible to continuously track request volumes, average handling times, the most frequent journeys, and satisfaction indicators.
• Step 4: Define and monitor KPIs specific to the social housing sector (reachability rate, first-contact resolution, tenant satisfaction, reduction in duplicate requests) to adjust actions and continuously improve service quality.

What are the benefits for teams and tenants?

With a 360° tenant view, every housing advisor can access a unified and enriched case file in real time, regardless of the contact channel. This cross-channel consistency reduces duplication, avoids repeated requests, and lightens the workload for teams. Advisors can then focus on higher-value situations, saving time on administrative tasks.

For tenants, journeys become smoother, processing times shorter, and responses more personalized. This more efficient organization helps sustainably improve service quality.

The challenge

Call center advisors in social housing must master a wide range of administrative procedures, housing-specific regulations, and internal management tools. During live interactions with tenants, quickly finding the right information can be difficult. This challenge may slow down request handling, sometimes lead to incomplete or inaccurate answers, and impact trust in the provider and its customer service, while also increasing mental strain on teams.

The AI solution

The augmented Advisor agent assists human advisors in real time by automatically suggesting the most relevant information based on the context of the tenant exchange. It can propose tailored responses, remind advisors of specific housing procedures to follow, or recommend actions to perform within business tools (rent receipt management, tracking technical interventions, contact history...).

This contextual support enables advisors to be more responsive, reduce errors, and strengthen the quality of tenant relations. Better informed, more efficient, and freed from time-consuming searches, advisors can focus on active listening and resolving complex cases, contributing to a smoother and more human experience.

How to optimize the implementation of an augmented Advisor agent?

• Step 1: Identify the most frequent assistance needs faced by housing advisors (procedures, management of technical interventions, housing aid, reminders, complex situations...), based on the analysis of past interactions and handling times.
• Step 2: Centralize and structure all procedures, internal guides, practical sheets, and knowledge bases specific to social housing. This consolidation provides a common, reliable, and easily accessible foundation to standardize practices among advisors.
• Step 3: Integrate the AI agent directly into daily tools via compatible connectors or APIs. The agent can then analyze the context of a request in real time and suggest appropriate responses or actions.
• Step 4: Configure automatic suggestions by taking into account tenant profiles (tenure, financial situation, request history, type of housing) to provide relevant, consistent, and personalized support.
• Step 5: Support teams in adopting the AI assistant by training them on its uses, limits, and benefits. The objective is to enhance efficiency without undermining the human quality of tenant relations, positioning AI as support rather than a substitute.

What measurable results can an augmented Advisor agent deliver?

Adopting an AI agent to support advisors generates tangible results for social housing organizations. Tenant relations teams report up to a 40% reduction in handling time, along with a clear improvement in the quality and consistency of responses provided to tenants. The solution also facilitates the upskilling of new hires, who benefit from intelligent support during their first interactions, making their onboarding faster and more effective. It also helps standardize working methods across advisors. These improvements make advisors more satisfied (+30% reported satisfaction) and free up more time for them to handle the complex situations that truly matter to tenants.

Artificial intelligence is becoming an essential tool for transforming the relationship between social housing providers and tenants. It makes it possible to automate recurring requests, smooth out the management of activity peaks, digitize call handling, orchestrate interactions across all channels, and strengthen advisor efficiency. Deployed gradually and integrated into existing tools, it does not replace the social mission of housing providers but supports it by freeing up time for human support. By combining proximity, efficiency, and service quality, AI becomes a real asset in meeting tenant expectations and addressing the challenges of social housing.