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Housing Today
Trusted media brand of the Chartered Institute of Housing
Will complaint-handling be one of the first social landlord services exposed to AI without being prepared?
AI can help landlords save time, but it is not a magic wand and cannot overcome a flawed operating model, writes Richard Blakeway
Over the summer, I heard it claimed the term ‘googling’ would become obsolete because of artificial intelligence (AI). In August, we also experienced a sharp increase in referrals, hearing residents may be using AI to escalate complaints. Then we found a landlord’s complaint policy hadn’t been updated since 1995 - before Google was launched.
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