duration

Location
Virtual

What is it about and what will be covered?

Introduce the use of Conversational and Generative Al for the Housing Sector. Our Conversational Business Application for Housing, EVA, is dedicated to the Housing Sector and provides a self-serve experience for residents with a comprehensive list of services to significantly improve communications with more first-time resolutions, reduce inbound calls to contact centres and step change the customer experience.

Key features:

  • Sophisticated back-office system integration enabling completing end to end tasks automatically, eg, Rent management module
  • Supports residents in reporting maintenance issues and scheduling repairs – upload photos or videos of the problem, easily modify or cancel their appointments in the chat, reduce the costs associated with the intervention, particularly eliminating the need to make a return visit
  • Customer Communications are distinguished and acted upon appropriately depending on the topic such as providing instant feedback / reporting anti-social behaviour or any other issues, helping you to prioritize and improve service levels
  • Allows residents to directly contact a human agent if needed. Ensures the resident speaks to the correct team that can deal with their query, reducing the number of steps and resources required for early resolution
  • Knowledge database available 24/7 for residents and employees using natural free format questions or guided step by step navigation
  • EVA never forgets! Manage multiple teams and activities to reduce Void Rent Loss
  • Utterance Management – centrally managed trained database for all housing associations including Al based learning
  • Simple in-house managed escalation points & alerts – eg, Damp, Mould, Fly tipping, Mental Health, Wellbeing
  • Is available through multiple channels – Web, WhatsApp, Facebook, Teams, etc
  • Various personas installed – allows different users to access the platform for different defined purposes, eg, Resident / Contact Centre Team / Repairs Team
  • Auto 2 Factor Authentication – GDPR compliant with no human interaction needed
  • Read more

    Why should people attend?

    With tenant satisfaction such an important topic, this event will showcase how Conversational Automation technology and Al can transform the experience while significantly improving internal operational efficiencies.

    EVA is ready to step in and relieve contact centres’ burden and to boost residents’ satisfaction, the instant feedback system is designed to accommodate the upcoming Tenant Satisfaction Measures, which facilitates collection of residents’ opinions and further enhances customer service.

    Who is it aimed at?

    Customer experience, Digital Transformation, Contact Centre, Human Resources (HR), Housing Management, Repairs and Maintenance.

     

  • Our speakers

    Paul Agnew, Commercial Director of Enterprise RPA

    Paul Agnew has been working in the IT sector for 32 years and has been involved in s

    upplying Analytics, Reporting and Digital Automation solutions to Social Landlords since 1999.  As a founding member of Enterprise RPA, Paul Identified the enormous benefits that could be realised within the sector through the adoption of Technology that would positively affect the experiences of both Residents and Staff working in the industry. He is committed to the successful adoption of Digital Automation solutions to the companies’ Housing customers

     

    Steve Bolton, Operations Director of Enterprise RPA

    Steve Bolton has been working with Housing Associations for over 5 years developing automated solutions using Robotic Processing Automation, AI and Digital Assistant platforms. An accountant by profession, Steve has spent over 25 years in performance management improvement, change management and product / solution design and launch. The advent of automation capability is a natural extension to Steve’s skill set in developing leading edge, innovative solutions focussed on efficiency and effectiveness.

    Kieran Gilmurray, Intelligent Automation, Data Analytice and Emerging Technology Constultant 

    DRUID Al’s representative (TBC)

  • Our Programme

    10:30 Welcome

    10:35 All you need to know about Generative and Conversational Al

    10:45 EVA and Intelligent Automation for Housing Associations

    11:15 Q&A

    11:30 Close

     

     

  • Cancellations and substitutions

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

  • Price and booking

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    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Bookings are closed for this event.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates