Study case
How Advivo absorbs up to 3,000 discussions with its tenants every month thanks to a conversational agent
A digital assistant that instantly answers tenants' questions and reduces the pressure on social landlord teams.
Thanks to a conversational agent deployed on its website, Advivo now enables tenants to obtain immediate answers to their most frequently asked questions, while reducing the pressure on in-house teams.
THE ADVIVO CONTEXT
A high volume of tenant requests
Like many players in the social housing sector, Advivo has to manage a constant flow of tenant requests.
These requests arrive via a variety of channels: telephone calls, emails, web forms, in-branch inquiries.
A large proportion of these requests concern recurring issues:
- administrative procedures
- access to services
- information on housing
- follow-up of rental requests
This situation mobilizes teams and can lead to delays in response for tenants.
Advivo therefore wanted to improve access to information while streamlining the management of requests.
CHALLENGE
Responding quickly to tenants while maintaining service quality
Advivo's main challenge was twofold: to improve access to information for tenants and reduce the pressure on in-house teams
The objectives were clear:
- to offer fast, accessible responses
- to simplify access to practical information
- to direct tenants to the right services
- to reduce the volume of repetitive requests
Advivo was looking for a solution capable of providing an immediate initial response, without replacing the human relationship when this is necessary.
Download the ADVIVO case study in PDF format
SOLUTION
A conversational agent to support tenants
Advivo deployed an intelligent conversational agent with Botnation to facilitate access to information for tenants.
A conversational agent available on the website, the agent acts as a digital assistant accessible 24/7.
In particular, it allows you to :
answer tenants’ frequently asked questions
guide users to the right procedures
make it easier to access practical information
reduce the number of simple requests to teams
Thanks to this automation of the first level of response, teams can concentrate on requests requiring human support.
Deploy your conversational agent
Deploy your conversational agent
Deploy your conversational agent
MÉLODY BESSE
Communications Manager
The conversational agent enables us to answer tenants' most frequently asked questions immediately.
We didn't expect it to be used so much.
We thought it would be a test for the first year, and in the end we kept it because it works so well.
When we launched the chatbot, we saw the difference quite quickly.
The number of calls has dropped significantly, and the number of users has only increased.
We can really see the difference.
RESULTS
Strong adoption by tenants
Since its deployment, the conversational agent has become an additional point of contact in the relationship with tenants.
A high volume of exchanges with tenants
The conversational agent enables tenants to get an instant answer to the most common questions, without having to call the agency or wait for a return email. Whether it's a question of administrative procedures, information on services or a need for orientation on the site, the chatbot provides a reliable first response, accessible 24/7. Tenants save time and quickly find the information they need.
High use of frequently asked questions
The chatbot acts as an intelligent guide within the Advivo website. It helps tenants find important information more easily: steps to follow, access to the tenant area, useful contacts or procedures to carry out. By simplifying access to content and services, the conversational agent improves the user experience and reduces friction in the tenant journey.
Better guidance towards the right steps
Before implementing the chatbot, the teams were receiving a large number of calls and emails for recurring questions. By automating this first level of response, the conversational agent helps to relieve congestion in traditional contact channels. The teams can therefore concentrate on more complex requests or situations requiring human support, while maintaining a high level of service for tenants.
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