Karibu Community Homes has launched a new omni-channel contact centre, combining voice, WhatsApp, SMS, email and webchat into a single service hub. Built in partnership with Fuzzlab, the new service integrates with Microsoft Dynamics 365, giving Karibu’s teams real-time visibility of enquiries, repairs, complaints and service updates across all channels. The platform also includes AI-supported…
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Fuzzlab
Listening at scale – How to make sense of unstructured data
Customer service teams are under sustained pressure to deliver better resident outcomes with fewer resources. At the same time, residents now have more ways to get in touch than ever before. From WhatsApp to web chat, from email to voice, channel choice should no longer be an issue. More channels mean more interactions, more data…
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Fuzzlab & Optus Homes collaborate on usability & bots
Fuzzlab and Optus Homes, both of which are emerging from the start-up stage of their commercial development, are working together to offer a fully-integrated solution to housing providers, combining Fuzzlab’s chatbot experience and Optus Homes’ app development and usability expertise. Optus Homes’ app allows tenants to manage their rental home account, ‘white labelled’ for each…
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How to make your chatbot sing
The social housing sector is second to none in its aspirations, but competing priorities require creative solutions when it comes to delivering great customer service. There’s always a need for human-to-human contact but a well-trained chatbot can go a long way towards providing the 24/7, immediate service desired by both tenants and housing providers. After…
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How to train your chatbot
Done well, chatbots enable better customer self-service and improve customer satisfaction. However, a good implementation requires some knowledge of how chatbots work, and you need to get a few things right if you want to get the best out of your new virtual employee. Natural language understanding Even though there are infinite ways your customers…
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How chatbots make customer services more human
I’ve worked in many sectors over the years, and none comprises a nicer bunch of people who take customer care as seriously as we do in social housing. Unfortunately, turning the sector’s good intentions into good practice is often constrained by budgets. But it’s not just about the money; technology is also an important element…
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