Lumo Kodit upgrades AI chatbot for customer service

Lumo Kodit Oyj has upgraded its artificial intelligence-based chat service, designed to expedite the search for rental properties and assist current residents with housing-related inquiries. Originally implemented in 2020, the service now leverages advanced AI to improve customer support around the clock.

The revamped bot serves two distinct user groups: those seeking apartments via Lumo.fi and existing Lumo residents through the My Lumo online service. The goal is for the bot to independently handle 30–50 percent of customer service chat contacts, freeing up human agents for more complex issues.

To cater to a diverse clientele, the bot supports multiple languages in addition to Finnish and English, aiming to respond in the customer's preferred language as effectively as possible. User feedback is collected to ensure continuous improvement of the service.

Based on initial customer feedback, the service has been well-received. Lumo Kodit has also comprehensively updated its rental and housing guidelines to ensure the bot's knowledge base is current and complete.