A completely redesigned AI-based chat service is now available to help Lumo residents as well as those looking for a rental apartment, providing customers with quick help in their preferred language around the clock.
Lumo homes renewed the chat service it originally introduced in 2020 at the beginning of the summer using artificial intelligence. The new bot serves Lumo residents and apartment seekers more effectively than before with a wide range of topics concerning renting and housing.
The Lumo bot on the Lumo.fi website focuses on helping people who are looking for a rental apartment. When used through the My Lumo online service, the bot assists Lumo residents with matters related to their housing, securely identifying the resident to ensure safe service.
Both service channels are open around the clock.
Better consideration of customers speaking a different language
The Lumo bot is designed to serve customers mainly in Finnish and English, consistent with other Lumo home online services. However, the bot answers customers’ questions in other languages as well.
“In addition to Finnish and English, we tested the service in, for example, Swedish, Estonian, Russian, French, German, and Somali before the commissioning,” says Riikka Ilmakunnas, Concept Manager for Lumo homes.
When a customer asks a question in Finnish, the bot answers in Finnish. When a customer asks the bot for help in any other language, the bot aims to serve the customer largely in the language in question and directs them to the English-language content of Lumo homes.
“We have a wide range of residents from different language groups, and it is more comfortable and efficient to take care of housing matters in your native language. The revised Lumo bot will significantly improve the service experience,” says Ilmakunnas.
Innovative artificial intelligence makes service processes more efficient
The aim of the renewal of the Lumo homes chat service is, above all, to improve the customer experience, but also to make the work of Lumo service advisors more efficient and generate savings.
“Our goal has been to train the Lumo bot so well that it handles 30-50 per cent of all chat contacts with our customer service independently, which means that our service advisors will have more time for more complex tasks that require case-specific expertise,” says Ilmakunnas.
“Customers have welcomed the service well during its first few days, with the most common rating being a full five stars.”
The Lumo service advisors will continue to be available via chat during customer service opening hours, but the Lumo bot will take care of all first-time chat discussions. Customers benefit from the renewal in excellent accessibility and quick solutions.
“Customers have welcomed the service well during its first few days, with the most common rating being a full five stars,” says Ilmakunnas.
New chatbot comes with a comprehensive update of instructions
The housing professionals of Lumo homes have personally trained the new chatbot.
The implementation of the Lumo bot is based on a comprehensive update of the instructions for the housing and renting of Lumo homes. All online content has been carefully reviewed and revised to ensure up-to-date information.
“After each response, the Lumo bot asks the user to assess whether the response was helpful and, at the end of the discussion, to give feedback on how we performed overall. In this way, the chatbot continuously learns more. In addition, we are continuously training the bot to serve our customers more extensively in various housing-related issues,” says Ilmakunnas.
The revamped Lumo bot is a leap towards more efficient, versatile and user-friendly customer service.
Contact us
For those looking to rent a home: lumo.fi/en
For residents of Lumo homes: My Lumo