Housing Technology Guide to Artificial Intelligence & Machine Learning 2021/22
About the Guide
The Housing Technology Guide to Artificial Intelligence & Machine Learning 2021 is now available.
Artificial intelligence and machine learning have moved from being very niche, embryonic technologies only considered by a very small number of far-sighted UK social housing providers to become much more widespread, particularly with the inclusion of AI-powered services ‘out of the box’ with more and more core housing software, as explained by Aareon UK, Flagship Group, Housing Solutions, LiveWest, Ongo and University of Reading.
The contents of Housing Technology’s free guide include:
- Aareon explains about how AI can get you so much closer to your tenants, in terms of not only the services you provide for them but also understanding their behaviours, demographics and particular needs. In addition, Aareon’s virtual assistant Neela has graduated from her first job as a coronavirus support bot and has now been assigned to wider duties including repairs reporting, wellbeing checks on vulnerable tenants and triaging customer-service cases.
- Flagship Housing is using AI to automate its analysis of customer feedback, a step up from just using AI and online tools to gather the raw feedback data, with a view to using AI-automated analysis across other areas of its operations.
- Housing Solutions has replaced its previous ‘live chat’ function with a bespoke chatbot that now handles at least 90 per cent of all online conversations with its tenants as well as an AI-powered repairs diagnostics solution.
- LiveWest discusses the importance of having accurate data, often from disparate sources, to provide the right foundations for any AI or predictive analytics project, as well as its introduction of augmented reality for repairs and maintenance.
- Already on its second generation of AI, Ongo is moving beyond just chatbots and automated messages, with the aim of delivering an AI-powered customer-contact service that can match humans’ decision-making abilities in terms of housing queries.
- In a logical continuation of Housing Technology’s original involvement with the University of Reading (and other European institutions) on IoT in housing (2017), the EU-funded Cyber Hygiene in AI-Enabled Domestic Life (CHAI) project is looking at the threats introduced by AI in the home and addresses the challenge of figuring out how to best help users protect themselves against the security risks they will face in a world supported by AI.
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