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Social housing

April 04 2025

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1001 Vies Habitat: an AI agent to improve customer relations

Challenge

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

Project

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

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.

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 (next-generation AI chatbot) 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 by sending an SMS link to the AI: for people calling contact center lines outside business hours, and for those abandoning their call on the IVR during business hours.
  • Integrate AI-handled contacts into the overall customer view by recording their end-to-end processed requests in existing CRM tools.
  • Extend the services offered: provide personalized information, transfer supporting documents, and connect customers with technical providers.

 

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

 

Watch the full replay of Maud Flory-Boudet’s testimonial at the All4Customer 2025 trade show:

 





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