AI-powered chatbot for affordable housing support
CEI implemented a generative AI chatbot to streamline customer interactions, reduce support workload, and improve access to housing program information
90%+ resolution rate
Customer queries resolved
Self-service support
Reduced dependency on staff
Real-time access
Accurate information delivery
Company Overview
A federally chartered financial institution supports housing and community development by providing funding and related services to member organizations. The institution manages multiple programs, including affordable housing initiatives that require frequent interaction with members and stakeholders.
The Challenge
High support volume
Frequent inquiries related to housing programs and resources
Manual support dependency
Staff required to handle calls and email requests
Limited accessibility
Users lacked immediate access to program information
Inefficient engagement
Slower response times impacting user experience
The Solution
CEI developed a generative AI chatbot using Microsoft Copilot Studio, powered by Azure OpenAI, to handle inquiries related to affordable housing programs. The chatbot is integrated into the organization’s public website and is designed to retrieve accurate, relevant responses from curated knowledge sources. The solution provides users with immediate access to information while reducing the burden on support staff.
AI-powered conversational interface for user queries
Retrieval of accurate information from designated sources
Integration with public-facing website
Secure governance model aligned with IT standards
Analytics reporting on usage and outcomes
The Results
90%+ resolution rate
High percentage of user queries resolved without escalation
Improved accessibility
Users can quickly find information through self-service interaction
Streamlined support operations
Reduced reliance on manual call and email handling
Additional outcomes include better user experience, faster response times, and improved visibility into chatbot usage through analytics reporting.
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