RE: FHS Conference28 Mar 2019 20:14
Out of interest I have done a little quick research into that. Basically, Alexa is a chatbot, now used as what is termed a 'headless user interface', programmed to learn with experience and respond to the most common calls from customers ( those who have not yet become digitally engaged ) and pass them on electronically into the housing management system, avoiding the cost of human interaction ( estimated time saving of 25% at call centre ) until for example, in the case of a repairs request, an operative is despatched. Stewart Davison, formerly head of business development at Capita Housing, provided proof of concept in 2017, and has today congratulated Castleton on picking it up and making that concept a reality. Slightly contrary to what I said earlier, it seems a practical cost saving measure which could prove attractive. Housing Solutions Homes, who I presume to be piloting this for Castleton, are the best judges and they seem to like it.