Case Study: Wincasa improves tenant support with Merkle's chatbot optimization

Wincasa streamlines tenant support with Merkle in 10 months

Merkle partnered with real estate service provider Wincasa to optimize its existing rule-based chatbot for tenant support. The challenge was to enhance the digital tenant platform by making it more efficient and user-friendly, thereby reducing barriers for tenants submitting concerns and improving overall customer service.

Merkle redesigned the chatbot's questionnaire and user interface, creating a new design system and overhauling the underlying catalog of questions over ten months. The solution featured human-like dialogue flows, automated document downloads, and auto-fill functions. The results included a chatbot capable of handling 346 problem areas, a reduced workload for the service center, and a decrease in cancelled requests. Merkle's work established a scalable foundation for Wincasa's future tenant portal.

Wincasa