How does 1001 Vies Habitat use an AI agent to orchestrate its contact journeys and improve service quality?

The challenge

Use of an AI agent by 1001 Vies Habitat to optimize contact journeys

Implement a conversational AI agent to:

Improve customer satisfaction (reachability and first-level response 24/7).
Manage inbound contact flows (facilitate access to information).
Reduce the volume of calls handled by the contact center (end-to-end processing of certain digital requests via AI).
Enhance request capture.
Support teams by easing their workload (pre-qualify requests that cannot be fully handled by AI).

The solution

Generative AI for administrative tasks:
Autonomous response generation based on the institutional website and tenant reference documents (Tenant Handbook, Web Tenant presentation documents...).

Button-based journeys for technical tasks:
Interactive graphical interfaces (clickable buttons) to guide users in a structured way and better target the issues. These journeys are based on technical pre-qualification grids designed for the contact center.

AI agent at 1001 Vies Habitat orchestrating contact journeys to improve tenant relations.

Results

The use of conversational AI by 1001 Vies Habitat to improve customer request management

Reduction of inbound flows: AI has handled a significant portion of requests, thereby reducing pressure on the contact center.

24/7 accessibility: Tenants now have access to instant assistance at any time of day for common inquiries.

Improved user experience: A smoother customer journey has strengthened tenant autonomy, reducing their need for direct interaction with a support agent.

Project details

76 indexed documents (urls, files)

39 macro intentions

527 sub-intentions

An AI solution to streamline customer journeys and enhance self-care

As part of its pilot program, 1001 Vies Habitat implemented an artificial intelligence solution to enhance user autonomy and optimize interaction management. Available 24/7, the AI agent stood out for its ability to understand complex requests and provide real-time, personalized responses. The result: significant operational time savings and a more efficient allocation of human resources.

Three key areas for improvement are already being considered:

Expose AI to the voice channel via SMS redirection:
Send a link to the AI by SMS to callers reaching the contact center during off-hours, or to those who abandon their call on the IVR during business hours.
Integrate AI-handled contacts into the 360° customer view:
Log all AI-handled requests end-to-end in existing CRM systems to ensure continuity and traceability.
Expand available services:
Provide personalized information, enable document uploads (e.g., supporting documents), and facilitate connections with technical service providers.

Thanks to this smooth and continuous approach and despite the complexity of user journeys, 1001 Vies Habitat strengthens tenants' selfcare capabilities while reducing the burden on support teams.

To watch the full replay of Maud Flory-Boudet’s testimonial at the All4Customer 2025 trade show, please fill out the form below.

Testimonial

"Thanks to DialOnce’s conversational AI, we have not only improved the accessibility and responsiveness of our service, but also optimized the management of incoming requests, allowing our tenants to get instant answers to their queries, 24/7. This project has been a real driver for enhancing the customer experience while keeping our operational costs under control."

Maud Flory-Boudet

Head of Multichannel Customer Relations, 1001 Vies Habitat