Companies are constantly seeking innovations to automate their customer service. Implementing AI can reduce response times, reduce costs, improve overall customer satisfaction and improve operating efficiency.
ChatGPT, hello!
ChatGPT, the AI-powered chatbot that uses natural language processing (NLP) and machine learning algorithms to provide human-like conversations, has the potential to be applied in various industries. This includes property management, which is an industry that traditionally is human-intensive and uses a lot of paperwork.
As expert, Darron Sun, Head of IT at Hong Kong Housing Society says: This is only the beginning of the journey with ChatGPT, and I believe there are more use cases that will be coming out in the near future to embrace this emerging technology
In his article for Forbes.com, Darron Sun, head of IT for one of the largest property development and property management organizations in Hong Kong, explores how the PM and FM industries can apply ChatGPT.
The benefits
PM and FM offices have to answer inquiries from tenants related to renting or maintenance. With ChatGPT, FM providers can reduce response times and improve overall customer satisfaction through automated and instant customer service while freeing up customer service officers to focus on more complex tasks – Sun points out.
The expert also adds that the AI tool can be integrated with the property management and accounting systems to automatically create and update tenant records, maintenance requests and work orders, process rent payments and generate invoices. These system integrations can streamline workflows and reduce the risk of human errors. ChatGPT can even handle digital forms, thus tenants can ask it to submit a maintenance request, and the request will be automatically filled out and submitted through the digital form. This can help streamline the maintenance request process and reduce the need for paper forms.
First things first
When introducing ChatGPT to a company, there are certain steps we have to follow, as Sun advises. First, we should explain to staff members how it can be used to improve efficiency and customer service. Providing examples of how ChatGPT can be used to automate routine tasks and free up time for more complex tasks can facilitate a warm welcome.
Hands-on training is also vital. Best to partner with HR to provide training for staff members on how to ask it questions, how to submit maintenance requests and how to retrieve information. Any company using ChatGPT should develop guidelines on when to use it, how to use it and what types of questions it can answer to ensure that it’s used appropriately, effectively and consistently – Sun emphasises. Monitoring usage can ensure that it is being used effectively, and collecting feedback can help identify areas where further training may be needed.
Challenging change
Some staff members may be resistant to adopting new technology, Sun admits. The expert says that besides thorough training, management support is key to introducing new technology and making a culture change.
There are also privacy and security concerns as ChatGPT can handle sensitive information such as tenant data. To build trust, it is important to ensure that the tool is secure and compliant with industry standards and regulations.
To achieve a positive customer experience, we should also make sure that the tool is providing accurate answers as ChatGPT may be the first point of contact for tenants. The operation team should conduct ongoing monitoring and adjustments to the tool’s responses and functionality.
