How Amenify is Leveraging AI/ML to Augment it’s Daily Operations, Improve Customer Satisfaction and Boost Employee Productivity
AI/ML in Proptech
Amenify is harnessing the power of AI to augment it’s daily operations, improve customer satisfaction, and boost employee productivity.
The adoption of Artificial Intelligence (AI) and Machine Learning (ML) technologies is no longer a mere luxury but a necessity for businesses to thrive in a competitive landscape. From optimized dispatching and route planning to enhanced customer support, here's how Amenify is leveraging AI and ML to augment its daily operations, improve customer satisfaction, and boost employee productivity.
Balancing Supply and Demand with a Dynamic Dispatch Engine
One of the foremost challenges in an optimized service delivery is balancing supply with demand. Amenify employs a dynamic dispatching engine powered by machine learning algorithms to efficiently allocate supply resources for various services, including Cleaning, Chores, Car washing, Handyman, Food/Grocery delivery, and more. This ensures that Service Professionals are dispatched according to real-time demand, availability, preferences, backup criteria, and other important factors, thus eliminating idle time, reducing travel time, and enhancing the overall marketplace efficiency.
Dynamic Route Planning and Accurate ETA prediction
Dynamic route planning is another cornerstone of Amenify's marketplace optimization technology. Machine learning models analyze various factors such as geolocation data, the best route, live traffic conditions, current weather, real-time service schedules, and local demand concentration to optimize daily routes for the Service Professionals for completing their daily jobs quickly and efficiently, as well as predicting an accurate ETA for the scheduled services for the residents. This has a twofold benefit: predictable service completion rates for the residents and reduced operational costs for Amenify.
Dynamic Pricing Models for Augmenting Demand
By employing the right machine learning models such as neural networks, Amenify is able to predict accurate pricing for its various services that adjusts according to factors such as current supply and demand dynamics, size of the house, day of the week, seasonality, community-driven factors, provider-driven factors, competitor pricing and even weather conditions. Amenify also recently developed a patent-pending technology to determine the best pricing for deep cleaning a house using the messiness quotient of the various rooms/bathrooms in the house determined by an ML algorithm applied on top of the rooms/bathrooms photos.
Personalized Recommendations
Through detailed data analytics and a machine learning-based recommendation engine, Amenify offers personalized recommendations for services such as food and grocery delivery, handyman services, and others. The model analyzes customer profiles, past purchases, geolocation, seasonality, local deals, customer browsing behavior, and other data points to present options tailored to individual residents, thus increasing customer stickiness and improving the overall Lifetime Value (LTV). We continuously improve the recommendation engine based on new data points as we discover them.
Protecting the Business with AI-Powered Fraud and Abuse Detection / Prevention
Security and safety are paramount in the service industry. Amenify employs sophisticated AI-driven fraud/abuse detection and prevention techniques that analyze many different customer data points, device fingerprints, unique signals from the apps, and transaction patterns to create a risk profile for the customer. This helps to quickly identify and prevent fraudulent activities such as duplicate accounts to exploit resident credits, fake profiles for the Service Pros, abusive reviews, among other use cases. This has helped the business by cutting down unwanted costs, improving platform trust, and the overall reputation with the customers.
Enhancing Customer Support Through Open AI
Amenify uses OpenAI's API integrated with Zendesk to augment daily customer support. AI assists in summarizing tickets, performing sentiment analysis, suggesting reply templates, and accurately tagging the tickets. This allows customer support representatives to resolve more issues faster and more accurately, leading to an improved Customer Satisfaction (CSAT) score. We continuously improve the custom AI solution to cater to personal resident needs based on historical data and are also testing an AI chatbot with the potential to significantly reduce the overall First Time to Resolve (FTTR) and Mean Time to Resolve (MTTR) of the tickets, thus saving time, effort, and money.
Client Meeting Summarization and Insights
Amenify is leveraging AI tools like Fireflies to provide a novel way of incrementally improving customer and internal meetings. By recording these meetings, the AI tool generates readable summaries, actionable insights, and speaker patterns. This way, key stakeholders don't have to attend every meeting but can still gain insights into the meeting minutes and provide actionable feedback for continuous improvement. This saves time, effort, and leads to improved future meetings.
Generative AI for Training Videos for the Service Pros
Generative AI tools like Synthesia have revolutionized the way Amenify approaches the training of the Service Pros to keep them up to date with the best practices. The ability to quickly create and update high-quality training videos for the Service Pros using generative AI methods is not only cost-effective but also allows for quick updates to training materials in a short amount of time. This allows employees to allocate more time to other critical tasks, raising the overall productivity bar.
Daily Employee Assistance with ChatGPT Premium and other AI tools
All Amenify employees utilize ChatGPT Premium, among other AI tools (DALL-E, GitHub Copilot, etc.), for daily work assistance. These tools help the employees with a variety of tasks, thus boosting their daily productivity. We have seen significant productivity improvements across the board using these AI tools, helping with daily learning and training, problem-solving, topic research, quick information retrieval, drafting content, language translation, code assistance, data analysis, among other use cases.
Concrete Impact: Data Points
Since integrating AI/ML, Amenify has gained:
Operational Efficiency: Daily jobs for Service Professionals have increased by 35% due to marketplace optimization technology.
Customer Satisfaction: The MTTR score has decreased by 15% due to faster query resolution.
Fraud Prevention: Fraud detection and prevention has led to at-least 10% reduction in fraudulent activities within the platform.
Employee Productivity: Employee task efficiency has surged by 28% on average through AI-enabled assistance tools.
Looking Ahead: A Future Fueled by AI
Following are some of the Amenify’s potential focus areas powered by AI/ML.
Community Insights: By analyzing community-level and neighborhood data, Amenify can tailor its offerings to suit localized preferences and trends for the residents.
Personalized Marketing Campaigns: Utilizing AI, Amenify can craft hyper-targeted marketing campaigns that resonate with individual customer preferences, increasing engagement and conversions.
Real-time Demand Prediction: Using AI to forecast service demand based on historical data, seasonal trends, and external factors, allowing Amenify to proactively allocate resources and optimize service offerings.
Customer Sentiment Analysis: By analyzing customer reviews and feedback from across all internal and external channels, Amenify can extract valuable insights to fine-tune service offerings and enhance overall customer satisfaction.
Sustainability Reporting: Using AI to track and analyze environmental impact data from Amenify operations, enabling the generation of sustainability reports to showcase the company's commitment to eco-friendly practices.
In an era where technology shapes the future of businesses, Amenify stands as a beacon of innovation, capitalizing on the boundless potential of AI to elevate its operations. As the landscape of AI continues to evolve, Amenify remains steadfast in its commitment to harnessing these advancements, propelling its daily endeavors, refining the marketplace, delighting customers, and empowering its workforce. By embracing the transformative force of AI, Amenify paves the way for a dynamic and promising tomorrow, where the synergy of human ingenuity and machine intelligence paints a remarkable portrait of success.
