Case Study: Beyond Housing cuts live chat volume by 50% with Logicdialog

Beyond Housing cuts live chat volume by 50% with logicdialog

Beyond Housing, a housing association serving 30,000 residents, faced a structural challenge of rising operational costs without the ability to raise charges for residents. They partnered with logicdialog to implement a conversational AI solution to improve efficiency, reduce the burden on human agents from repetitive enquiries, and provide better service without increasing costs.

The solution from logicdialog involved deploying an AI-powered chat automation system to handle common resident enquiries. This resulted in a 50% reduction in live chat volume, an 80% AI resolution rate, and 86.5% non-negative resident sentiment over 25 months. The logicdialog platform handled over 156,000 interactions, allowing the same team to manage growing engagement and focus on more complex resident needs.

Beyond Housing