Improving service delivery through AI
In today’s fast-paced world, customers demand high-quality home services delivered with convenience and reliability. Organisations face challenges in maintaining consistent service quality, ensuring efficient scheduling, and resolving issues promptly. Coordinating with a distributed workforce further exacerbates operational inefficiencies, leading to delayed responses and subpar customer experiences.
To tackle these hurdles, Urban Company is embracing Generative AI (GenAI) to revolutionise its service delivery and enhance customer satisfaction.
Increasing productivity
Urban Company has been leveraging generative AI since early 2023 to boost agent productivity, customer and partner experiences. It started with tools for customer support agents, and then expanded to empathetic chatbots, automated photo-based quality checks, and smart decisioning in flows.
With the support of Azure OpenAI services, these solutions are operating seamlessly at scale. The results speak for themselves: 85-90% of queries are now resolved by chatbots, satisfaction scores have risen by 5%, and audit/ decisioning accuracy exceeds 80%.
Urban Company continues to refine these automated flows and is actively investing in AI, with a robust roadmap to introduce additional use cases in the future.
Raghav Chandra
Co-founder & CPTO
Urban Company
At Urban Company, we believe AI has the power to transform lives by simplifying everyday experiences. From empowering our service professionals with smarter tools, to enhancing customer satisfaction through seamless solutions, we’re leveraging AI to drive meaningful impact at scale.
85-90%
of queries are now resolved by chatbots
5%
increase in customer satisfaction scores
80%
accuracy is exceeded in audit and decision-making
Urban Company is your one-stop destination to discover trusted professionals near you for all your needs.
More details at https://www.urbancompany.com
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