AI and Virtual Assistants improving customer interactions

What smart AI solutions can do for housing providers and how they transform tenant relationships

Who doesn't like to be given a helping hand in their work? And wouldn't it be nice if you had a smart assistant at your side around the clock, who solves tasks quickly and creates some space to answer those really tricky queries? The solution in the digital age is a virtual assistant: it takes over and processes customer inquiries automatically, gets better and better through a continuous learning process and fits into existing process chains and platforms. The virtual assistant not only accelerates the processes, it even optimises them.

Digitally assisted solutions: A wide user acceptance

Such virtual assistants are no longer "nice-to-have". The spread and acceptance of voice assistants from major digital companies such as Amazon's Alexa, Apple's Siri, Microsoft's Cortana and Google Assistant provide the basis for the introduction of industry-specific assistance solutions. The statistics portal Statista predicts that by 2021 around 1.8 billion people will use digital voice assistants worldwide - that is almost a quarter of the world's population. More than a billion people are already using these services. The "little siblings", the chatbots, have become indispensable in most industries today - whether airlines and travel companies, financial companies or restaurants, cinemas and the like, they all enable information via chat.

Users are also quick to accept more extensive assistance functions: As early as 2017, a Capgemini study surveyed customers in Germany, France, UK and the USA, for example, found that 56 percent would be interested in placing restaurant orders by voice. Just one year later, Google proved with its Duplex solution that AI-based telephone appointments not only work on the basis of text, but also with artificially generated speech - even when asked, the human counterpart didn't notice that artificial intelligence was at work here.

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