AI-Powered Customer Contact Transformation at Saxon Weald

This case study outlines the implementation of the BRIKHousing AI Smart Assistant at Saxon Weald, a housing association managing approximately 7000 properties. The organization faced challenges with fragmented visibility across customer communications, which hindered their ability to provide proactive service. The BRIKHousing solution was selected to centralize and automate the management of incoming emails, allowing for faster response times and improved tracking of customer interactions. The deployment involved configuring the AI Smart Assistant to categorize and route emails, match them to resident records, and generate summaries to assist staff in handling inquiries efficiently. The case study details the proactive measures taken to address staff hesitancy towards AI, including the development of a clear AI policy and pilot programs to familiarize employees with the technology. Initial outcomes indicate significant time savings, improved visibility of customer interactions, and positive feedback from staff, demonstrating the potential for further enhancements in the future.