OptusApp has just released its AI Voice solution for outsourcing TSM surveys. This new service is designed to streamline the collection and reporting of TSM data while maintaining compliance with the Regulator for Social Housing (RSH).
According to the RSH, 65 per cent of housing providers rely on voice calls for survey collection, with 86 per cent outsourcing these tasks to external providers. Optus’s AI Voice solution offers a new approach to address this growing demand.
Optus’s service uses state-of-the-art voice AI technology with large language model (LLM) capabilities, enabling highly interactive and human-like conversations with tenants. Importantly, the AI Voice agent doesn’t pretend to be a human yet offers a transparent and engaging experience for tenants.
Optus’ AI Voice gives housing providers the option to carry out tenant surveys in a variety of languages and can be trained to speak with a local or regional accent. Dial-out times can also be automatically scheduled to match tenants’ availability.
Awaab’s Law comes into effect in this October, requiring housing providers to address damp and mould problems within strict timeframes. Optus expects that from 2026 and 2027, the law will be expanded to cover further hazards including excess cold or heat, plus fire and electrical safety and possibly ASB, increasing the pressure on housing providers to monitor and act on tenants’ complaints.
Gerry Kelly, CEO, OptusApp, said, “We aim to be disruptive both on process and on cost. Our new AI Voice service covers multiple digital channels, with the largest take-up expected to be via voice calls. Our analytics and report-generating options include not only tenant perception feedback but also TSMs generated internally by housing providers such as complaints, ASB and safety checks.”
