AI is delivering a positive impact on how the Customer Service Team at Qualis Property Solutions is handling repairs and maintenance requests.
Introduced last month the new ‘Agent’, created with Microsoft Copilot, is helping customer service employees deal more quickly and efficiently with the thousands of calls it receives every week.
But the system is only as good as the information fed into it, which is why the team has loaded all its policies and processes covering the many trades it employs.
“The more information you give it the more intelligent It becomes,” said Customer Experience Manager Reena Phagura.
It has had a particularly positive impact on supporting new starters to build knowledge and confidence quickly while ensuring consistent customer experience.
“The agent tells them what questions to ask, what trade is required and the priority of the job,” said Reena.
It is also able to evaluate priority, particularly in cases of damp or mould where there may be vulnerabilities around tenants.
“It means our new employees are learning on the job and not only achieving great job satisfaction but also receiving excellent feedback.”
The Agent went live in May following a pilot with two employees in April.
“In customer service you need to know everything about everything in terms of repairs and maintenance,” said Reena.
“And this new AI Agent gives team members that information at the click of a button.”
Ben Johnson, QPS Managing Director said added:
“One of our key objectives is to continue to improve our customer experience, this is a great example of how our teams are using new technology to innovate.”