999 were tasked with helping Shelter Scotland communicate changes to housing legislation affecting landlords and tenants.

As part of the New House Rules campaign, New Now developed a chatbot using the Microsoft Bot Framework, able to answer tenants’ and landlords’ queries about the new Private Residential Tenancy.

As reported in Econsultancy, the bot has had significant uptake, relieving phone helpline staff from answering straightforward queries and freeing them up to deal with more complex issues.

The chatbot has thus delivered tangible ROI and is being further developed to deal with natural language queries on a wider range of topics.

Visit: https://scotland.shelter.org.uk/newhouserules