24/7 Support On Offer To House Buyers In Cumbria

An innovative use of Artificial Intelligence is transforming the support on offer to house buyers in Cumbria.

Carlisle telecommunications company SMS Speedway hopes to help buyers get answers to those “wake up in the middle of the night” questions, with a new 24/7 communication tool on WhatsApp.

CEO Bradley Kieser has developed a digital twin for estate agents which will be available day and night to give instant, informed and reassuring responses to buyers helping to relieve stress and boost customer satisfaction.

Armed with vital information, the digital twin will be able to provide answers on a wide range of questions from buyers, going above and beyond the basics to offer a high quality service.

“We are going deeper, peeling back the layers and taking a look at not just the house, its history and character, but the local community too so that we can give people a real feel for what life may be like in their new home,” said Bradley.

Information provided will touch on a range of topics from local schools and their Ofsted rating to bus routes, nearby green spaces, GP surgeries, local restaurants and leisure centres.

“The aim is to go above and beyond to inform, engage and reassure with gold standard customer service,” said Bradley, who is excited about the potential of AI to help local businesses build their connections in the local community.

AI is all about knowing what makes human beings tick,” he said. “This isn’t about stilted, automated responses that, frustratingly, don’t answer your questions; it is far more sophisticated than that. It is far more personal.

This is about going the extra mile to reassure and support buyers and sellers while giving estate agents an edge in a very competitive marketplace where communication is key.

People trust WhatsApp. They have to add contacts from their phone before they chat which helps them feel in control. Studies show that the response rate on WhatsApp is 98 per cent in comparison to just 7 per cent on email.

AI is controversial, added Bradley, but it is also an incredibly useful tool for innovation and growth. “This isn’t The Terminator,” he said. “Our digital twins don’t work in isolation, they are an integral part of the process, working alongside and complementing the real people involved.”

Underpinning Bradley’s work is the ethos that the computer is a reflection of our lives - and our digital footprint is our legacy.

“The way we communicate is changing all the time,” he said, “and we need to embrace change and innovation as we look to the future.”