United StatesReal estate2024 – ongoingUDR
Virtual leasing assistant for customer inquiries
UDR said its virtual leasing assistant had largely replaced its call center function
Problem
UDR needed to answer apartment customer inquiries while centralizing its operations.
Approach
UDR deployed a virtual leasing assistant that answered inquiries through chat, text and voice. Its chief technology officer described the assistant as using non-generative AI and said it had effectively removed the need for a call center function.
Results
No published figures
Takeaway
UDR described a change in how inquiries were handled. It did not disclose staffing reductions or measured savings from the assistant.
Categories
- Industry
- Real estate
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
UDR's chief technology officer described a deployed virtual leasing assistant serving customer inquiries across communication channels. He attributed the effective replacement of the call center function to the assistant without giving quantified savings.
Full details are in the original sources.
