Livv Housing Group is a housing association who provide affordable, quality homes for around 25,000 people, through nearly 14,000 properties. Their ambition is to work more closely with their customers in order to deliver the right services in the right place at the right time.

To achieve this, Livv Housing Group want to be able to communicate with their customers, positively and proactively, so that they are able to offer more of the services that provide the greatest benefit. Enabl AI were engaged by Livv Housing Group to utilise intelligent automation and Artificial Intelligence to help achieve these ambitions.

The Rising Tide Intelligent Customer Engagement solution identifies potential issues that customers may be experiencing based on their past behaviours, how other customers have acted in similar situations and other subtle clues. This can then be used to proactively engage with customers to help resolve potential issues early and effectively.

After a successful first phase exploring the potential benefits of engaging customers using intelligent automation and gaining a better understanding of their customers’ preferences for interacting through different channels, Livv Housing Group is now expanding the use of the solution to include more services and develop additional capabilities.