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5 min read
31st Mar 2021
Director of Build-to-Rent Management, Sam Winnard, wanted to make it faster and easier for JLL residents to report maintenance issues and get them fixed.
Sam booked a call with us to find out how launching an AI assistant could help and estimated AI would handle 25% of maintenance issues. In the first month, JLL far exceeded the target with 60% of issues being automatically resolved using AI.
A few years ago, it would have been a long-winded, expensive and highly technical process for JLL to launch an AI assistant. Our unique platform takes all that pain away:
All you need to get started is your website url ― it’s that simple!
Before launching their AI assistant, Sam knew technology was starting to change the way people experience life at home and had big ambitions for the use of AI.
On our advanced platform, they have full control over every response their AI assistant sends out to their valuable customers, which can be edited any time.
Everything the JLL property team needs to check the AI assistant’s progress is on their client dashboard:
JLL’s One Eighty Stratford is a modern 24-storey apartment building in East London, but the high-end products they use can still break and goods still stop working even if they’re brand new. There had to be a smarter way to take details of a fault and confirm when it could be fixed.
Using AI to handle maintenance calls, JLL knew they could:
As digital pioneers, JLL already has an app it uses to connect with customers at One Eighty Stratford, so we connected their new AI assistant to that through a simple integration. Customers happily use the technology they’re familiar with to access new conversational services powered by AI, but even JLL was surprised to reveal the true demand for proptech solutions in people’s everyday lives.
In the first month, JLL more than doubled their target of having 25% of residents using the AI assistant to report maintenance issues.
60% of people at the One Eighty Stratford JLL site starting using the AI assistant straight away to contact the maintenance team.
JLL has a dedicated technologies group working on finding exciting new ways to create build-to-rent spaces that look good, but also function well. Things will always need fixing along the way; it’s how they deal with those issues that makes people choose their apartment over the one next door, and stay living there.
At One Eighty Stratford, residents can speak with the AI assistant to get instant answers to their problems or contact their property manager. If there’s no immediate fix, they can access the diary system used by the maintenance team, so they can both report the problem and schedule the repair in minutes.
Without having to switch technology providers or change their current management system, JLL started using an AI assistant to give their property managers more time to focus on what’s important for their residents.
With 60% of people preferring to chat with the AI assistant rather than pick up the phone or send an email to report a problem, it shows the 180 Stratford community is comfortable with new technology.
It’s another first-class feature from JLL that gives their residents a better experience, making them less likely to move on.
It’s easy to use our AI Studio to create and manage your own AI assistant, or you can choose our managed service and ask us to do it all for you. AI assistants are now used across all sorts of industries to transform customer service, and every organisation is different.
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