AI chatbot for GATED Communities
About the industry
Gated communities are all the rage of the century. The comfortable environment should be enabled by many things, including a very fast reaction to any resident request. The traditional call center is no longer fit for purpose, particularly when call centers are faced with a sudden upsurge in customer interactions or when the human agent is not available, resulting in the kind of message that frustrates the client. Using new technologies such as visitor management systems, reception, and amenities reserve automation facilitates increasing resident loyalty and attractiveness of the community.
“By 2025, customer service businesses that embed AI in their multichannel platform will elevate operational efficiency by 25%”,- says Gartner
Pains and challenges
Service ordering
For gated community residents, one of the major points is a list of provided amenities and entertainment. Ordering, managing, and scheduling these services could be stressful for both personnel and tenants. Usually, dozens of different amenity bookings at the same time cause a failure of the reserve process due to the absence of appropriate tools
Access Management and Parking
The crucial importance for a property owner is safety not only private household but the territory around a place of residence. Why the gated community is so popular. But it can be a nightmare for a host and guests if you don’t have the appropriate tools and processes for managing parking or visitor access codes.
Customer care
Densely populated housing estates have a lot of incoming interactions like complaints, informational and financial inquiries coming 24*7. Some of them use public chats in messengers that leads to a lot of noise information (messages not related to provided services), complaints are visible to all users and trigger other bulk of complaints. Also, to process different requests a lot of manual effort is needed if it’s not automated. Manual processing and limited call center working hours always mean that some requests are lost
Software challenges
A lot of communities use mobile applications to interact with their clients. On the one hand, mobile applications are quite good for complex customer care processes, to show, for instance, analytics details. On the other hand, mobile applications require significant investments in order to keep them up to date for several platforms (like iOS and Android) and their time to market is so long. Also, residents have to install additional applications on their smartphones and keep them up to date
What kind of use cases can be automated up to 80%
Informational
It is possible to automate answers for general information for frequently asked questions, like office hours, and locations
Customer support
Routine tasks in searching financial information by agents, such as balance status, payments, and invoices, can be automated very simply
Service ordering
Gives the possibility to get a price list, and order them. The automatization grants access for the resident to a visitor management system very simply
Marketing
Personal and broadcast communication with the community, payment reminders, information about new offers, feedback
How does automation improve the customer experience?
Amenities Booking
Providing an easy and user-friendly interface via an instant messaging application, a gated community increases a workload of a facility, load in not-so-popular time, and take away a toxic perception, which is associated with non-structured and non-convenient booking time. The resident easily reserves in two-three clicks via chatbot service at any time
Frequently Asked Questions
Clients have many informational questions appear at any time, like when the silence regime begins, where is the nearest post office, which services are included in the agreement by default, etc. A virtual assistant instantly answers those questions without involving staff
Visitor management
Integration with a visitor management system allows your residents in a few steps to provide access to the closed area for their guests, relatives, or utility companies via chatbot. It’s easier and more convenient to run a favorite messenger and share QR that grants access to the community area
Complaints
The chatbot could be the first line to get clients’ complaints, proposals, and specific requests. Due to easy integration with CRM, all requests are directly passed into the CRM or your internal system without any loss of information. Once it is processed by the responsible person, Facebook Messenger or WhatsApp will notify automatically via an outbound message that the request is completed
Customer care
Every time clients have a lot of questions, related to services, nearest places, or open hours of the restaurant. A virtual assistant answers these questions within a second using customer-preferred language. Using integration with the hotel management system, a chatbot can also provide personal answers, like bill status
Outbound communications
Using a chatbot company easily reaches an audience to measure their satisfaction index, promote new or existing offers, provide some announcements, and remind them about missed payments