Engage-AI allows you to open up the channels that "digital natives" want to engage on, reduce in-bound call demand and drive next generation self service with Agentic AI, as well as driving deeper conversations to gain more insight & enrich your understanding of your customers.
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It can be used to introduce digital channels & embed AI Agents into your contact centre or as a real-time Engagement platform, alongside the TIA+ solution, to hear more voices, or as a combination of both.
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Millennials & Gen Z's (Gen Z) are “Digital Natives”, preferring channels such as Whats App, Messenger & Instagram for their communications. Supercharge these digital channels by deploying advanced reasoning AI Agents, further reducing staff workload, improving morale and preventing staff burnout.
Engage-AI Omnichannel, Real-Time, Engagement
Engage-AI Benefits
We know that inbound phone calls are resource intensive & expensive. We also know that if we give customers the choice make contact on the channels that they want to use, they will shift towards these channels. By integrating AI, Engage-AI creates a win-win by reducing the inbound call demand and lowering overall demand via AI Agent powered self service. By allowing contact centre staff to handle multiple inbound queries at once, enabling a “no silo” end to end customer experience for residents.
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The platform can also be used to initiate conversations & collect insights from residents; this can be especially useful when engaging with underrepresented segments, such as the under 25's.
Engage-AI Features
Engage-AI seamlessly opens up the social channels that your residents want to connect on, combined with the ability to add AI Agents who have been trained in your organisations policies and procedures to support residents & reduce the overall service load. translational capability (inbound & outbound) helps you comply with the consumer standards, enabling a more inclusive approach.
Engage-AI integrates with the sophisticated engagement campaign capabilities of the TIA+ solution, enabling you to move from static form based insight collection to one to one digital communications, supported by automation tools to help you achieve this at scale, enabling a much more agile, social channel enabled & multi-lingual engagement model.
Omnichannel Inbox
AI Agents
Integrate your Facebook Messenger, Instagram, Whats App, SMS & Telegram accounts in one place & open up the channels that your residents want to engage on.
Implement Website Live Chat & integrate it with Agentic AI to triage demand and implement intelligent self service. Move beyond working hours customer support to a 24 x 7 support model.
Auto-translation
Handle in-bound queries in any language, type responses in English and have the replies auto-translated, helping you meet the diverse needs of your customers.
Response Automation
Automation tools & workflows help drive contact centre productivity, whilst delivering better customer service.
Website Live Chat
Deploy agents trained in your policies & procedures to drive self service; extend the capability over timeby extending this to allow agents to automate transactions on behalf of residents.
Real Time Engagement
Reach out to your residents and start real time digital conversations to gain insights; reach Gen Z's on the channels where they live.
TIA+ Integration
Engage-AI extends the capability of the TIA+ module, helping you to know your customers better & gain more qualitiative "emotional" insights to supplement your resident led service improvement efforts.
Outbound Campaign Integration
Create hyper personalised & localised outbound campaigns and drive more real conversations; engage personally at-scale in a way that you never thought possible & rebuild trust with your residents.
Blend Static & Dynamic Engagement
Supercharge your comms strategy & give residents the opportunity to engage in real time when they feel the need to, by using social channels & break down engagement barriers.
Engage-AI Benefits
We know that both Gen Z & Millennials are digital natives; people who have grown up with social and digital channels as their default communication choice. Engage-AI helps you open up these channels, improve the customer experience & reduce the inbound load on the contact centre, helping you to reduce your operating costs whilst delivering a better service.
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Engage-AI can be adopted within your contact centre, adopted as a stand alone solution to drive more engagement & insight or both.
The Consumer Standards require that engagement is tailored to the diverse needs of residents, to ensure equitable access to services; with 600 languages now being spoken in the UK the solution can also translate both inbound enquiries and translate the reply from English to the inbound enquiry language, helping you to deliver a more inclusive service.
Better Customer Experience
Liberate your customers from long call wait times & deliver "no-silo" customer experience which is seamless and cohesive. Deliver a 24 x 7 support capability supported by Agentic-AI, on the channels your residents want to engage o
Deliver Tangible Cost Savings
Inbound calls & service requests that are passed between organisational silo's, combined with the cost of call backs, represent a significant financial cost to organisations. Digital channels are lower cost, more convenient & allow you to implement AI powered self service.
Increased Sat Scores
By improving engagement, communication & overall participation combined with delivering actionable insights, the solution drives up satisfaction & improves TSM scores, whilst reducing complaints.
More In-depth Insights & Feedback
Increased Diversity & Inclusivity
Move from static engagement & insights & drive real time digital conversations at scale. Target specific segments, on specific topics & embed real time engagement into the customer journey. Reach out to minority groups and non-English speakers in their native language.
Understanding the diverse needs of customers & tailoring engagement is now a legal requirement; neurodivergent residents may prefer digital channels over phone & face to face, as may persons whose first language is not english; auto-translation, helps break down langauge barriers.
Welfare
Silent Voices
Many of your tenants don’t ask for help, even when they need it most. Identify the most vulnerable & reach out to them at scale; have digital real time conversations & understand any challenges or concerns and address them immediately. Understand & implement channel preferences effectively.
Sometimes residents are not hard to reach, they are easy to ignore. Understand who your silent voices are, engage with them digitally; create segmented campaigns which are designed to resonate & encourage involvement. Reach out to under 25's & other under-represented segments & hear the voice of the many, not the few.
Reduced Staff Burnout
By reducing the overall load on inbound call channels, more time can be allocated to the vulnerable residents who need additional support. AI can support this shift in work, helping humans to become more human, helping allivaite staff burnout.
HRRB Engagement
Open up channels to raising safety concerns and asking safety related queries. Set up weekly safety check-ins with HRRB residents & open up real time comms channels with their Principal Accountable Person. Send out safety bulletins & keep residents up to date.
Open Up The Channels Your Customer Really Want
Tenant expectations in Social Housing are ever increasing - Deliver "Amazon" like service levels & adopt personalised engagement at scale to drive satisfaction, improve your TSMs & reduce operating costs
Real Time Feedback & Engagement
Become more agile & responsive to your customers needs.
Engage How Your Customers Want To
Adopt the modern channels your customers use in their daily lives.
Deliver More Efficiently & Create Headroom
Transform the customer experience & slash your operating costs