ECJ EUROPEAN Cleaning Journal

German facilities services provider WISAG is stepping up its customer service offering with the help of service platform Ellie and artificial intelligence (AI). Customer queries are dealt with via a chatbot, which processes them quickly and efficiently. So more than 100 facilities are already installing it.

As central channel for inquiries and notifications, Ellie communicates with property users, technical specialists and suppliers. Enquiries can be sent at any time through various channels: webchat, SMS, WhatsApp - via voice input as well - or by telephone. The customer can also upload pictures, videos or documents.

Ellie then categorises and prioritises the incoming information with the help of AI and asks targeted follow-up questions, thereby constantly learning and developing.The concept of dashboards enables customers to keep a constant eye on their property. The clear documentation of all processes, with the help of photographs for example, also contributes to quality assurance.

Ellie's sphere of activity now includes supporting customer service advisers with cleaning enquiries. It takes care of ordering supplies of consumables, booking special cleaning operations and collecting feedback on the quality of the work carried out.

"Ellie is not just responsible for reporting faults and problems. It simplifies processes and acts like a feelgood manager, helping both tenant and resident to take care of what for them are essential concerns," explains Till Eichenauer, director of the Digital Transformation and Innovation Teams at WISAG Facility Service Holding.

The service platform was developed in cooperation with the prop tech company AskPorter.