Study case
How Caen la Mer Habitat Has Kept Its Chatbot Running for Over 5 Years Through Continuous Management
22,000 users, 214,000 messages exchanged: The Clemh chatbot improves every month thanks to monthly tracking of unanswered questions
Thanks to a chatbot deployed on its website, Caen la Mer Habitat enables its tenants to get immediate answers to their everyday questions
THE CONTEXT: CAEN LA MER HABITAT
A social housing provider that is close to its tenants and seeking an additional channel
Caen la mer Habitat is the leading social housing provider in the Caen metropolitan area, in Normandy. With a portfolio of nearly 11,500 housing units, the agency houses nearly a quarter of Caen’s population.
Already equipped with a dedicated switchboard, a website, an online tenant portal, and a Facebook page, Caen la Mer Habitat wanted to offer its tenants an additional communication channel, available day and night, at least for simple questions that did not require the assistance of an advisor.
Before getting started, the team conducted a comprehensive benchmarking study, including webinars and discussions with other social housing providers that had already adopted this approach. This process confirmed the project’s viability at a lower cost.
CHALLENGE
Building a useful chatbot right from the start, and keeping it relevant over time
The main challenge for Caen la Mer Habitat was not limited to launching a chatbot. The goal was to ensure its relevance over the long term, given that tenants’ questions are constantly changing.
The objectives were clear:
- Provide a 24/7 channel for simple questions
- Involve multiple departments in the project's development
- Continuously refine the agent based on actual usage
- Don't aim for perfection at launch; instead, iterate quickly
Caen la mer Habitat was looking for an affordable solution that was easy to customize, as well as responsive support so that the process wouldn't end once the site went live.
SOLUTION
A chatbot developed by a project team and reviewed monthly
Caen la mer Habitat has partnered with Botnation to roll out a chatbot—named Clemh—that is directly integrated into its website.
The project brought together a multidisciplinary team: the communications department, the head of the Customer Relations Department, and a staff member from the quality and internal control department.
The team first defined the desired presentation style and flow, then collaboratively developed the topics and questions, followed by an internal test and a public launch.
In particular, it allows you to :
- answer tenants’ simple questions 24 hours a day
- help users navigate the site
- provide a basic level of reliable and accessible information
- adjust each month based on an analysis of unanswered questions
The project team meets every month to review the requests that the staff member was unable to address and adjust their approach accordingly.
It is this regular monitoring that has allowed the agent to remain relevant more than five years after its launch.
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STÉPHANIE ROMEUF
Communications Manager, Caen la Mer Habitat
We really appreciated the support we received. Changes are made in real time on the website.
We convene the project team every month to review user requests that the agent was unable to address, in order to optimize its behavior.
RESULTS
A chatbot that never runs out of steam, thanks to continuous monitoring
Since its launch, Agent Clemh has become a familiar point of contact for Caen la Mer Habitat tenants, and its adoption continues to grow.
Sustainable and Ongoing Adoption
22,000 users have interacted with the bot since its launch, with about 400 new users each month. This steady growth demonstrates that the tool remains relevant over time.
A channel available around the clock
Tenants can get an initial answer to their simple questions at any time, without having to wait for the switchboard to open or for a response via email.
Continuous improvement through monthly monitoring
The project committee meets every month to review unresolved issues and enhance the system. It is this regular oversight that explains the tool’s longevity and relevance, more than five years after its launch.
A relationship with landlords and tenants that focuses on what matters most
By handling first-level inquiries, the chatbot frees up time for teams to focus on situations that require genuine human assistance.
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