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Moving To A Pro-Active Insight Model
The biggest challenge facing insight teams today is speed — moving from looking back at what went wrong to shaping decisions as events unfold, while truly listening to the voice of the customer. This is made more difficult due to fragmented data & siloed data.
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Insight-AI helps organisations shift from reactive, retrospective reporting to AI-driven, predictive intelligence that brings customer insight into the heart of decision-making. By continuously analysing customer feedback, complaints, contact, and engagement data alongside operational insight, teams can hear the customer voice in real time and use it to guide service improvement.
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By bringing customer voice and operational data together using AI, Insight-AI turns insight into action in real time. Ongoing customer engagement is built directly into the model, helping teams spot risk earlier, prevent poor outcomes, and drive meaningful improvement across complaints, repairs, and housing services.
Insight-AI: If you don't know, how can you help?
Effective improvement starts with understanding. Insight-AI transforms complex customer and operational data into clear, real-time insight that drives action, not historical review, showing where services are working and where they are falling short. Combined with a richer, more involved customer voice, this creates a deeper understanding of lived experience and leads to better decisions, better services, and better outcomes for customers.
Delivering Pro-Active Insights
Insight Library
Building a data warehouse is only the first step. The real value comes from standardised taxonomies, deep thematic and sentiment analysis, and the ability to see patterns that would otherwise be missed. The step-change happens when agentic AI is embedded directly into business processes — predicting complaints and service failure in real time.
We are developing a standard set of core, AI-powered insights, designed to focus on outcomes rather than reports. Built with the sector, these insights help organisations identify risk, understand what’s driving performance, and take action in real time.
Automating insight with AI
Insight teams spend too much time manually extracting, cleaning, and stitching data together — leaving less time to focus on analysis and improvement. By automating these hand-cranked data tasks, we reduce reliance on manual effort and free insight teams to concentrate on what really matters: interpreting insight, amplifying the voice of the customer, and driving service improvement. The result is faster access to trusted insight, less operational drag, and a data function that adds value in real time rather than retrospectively.
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Deeper Understanding, Real Action.
Many insight functions stop at reporting what has already happened, but don’t explain why. Deeper understanding comes from connecting and triangulating data, uncovering themes and sentiment, and seeing patterns that sit beneath the surface. By leveraging AI, advanced sentiment analysis, and thematic analysis across multiple data sources, insight moves beyond description to explanation & action.
Hearing The Real Voice Of The Customer
Leveraging Remote Video In Engagement
Hearing the voice of the customer means moving beyond one-off surveys and surface-level sentiment. Agent-led outbound engagement campaigns create real conversations with residents, asking the right follow-up questions to get to the root of issues. This approach captures deeper, richer insight into lived experience, turning customer engagement into something that genuinely informs action and service improvement, not just headline scores.
Remote video transforms customer engagement into a space for genuine co-creation and service improvement. Interactive features such as live polls and breakout rooms encourage participation, while AI-powered summarisation turns discussion into clear actions. Live translation makes sessions more inclusive, and the ability to broadcast to Facebook and YouTube helps Landlords reach wider audiences, bringing more customer voices into the conversation to shape better services together.
Social housing providers already have strong BI tools, data platforms, and analytical capability. Insight-AI builds on these foundations, shifting insight from retrospective reporting to real-time action by combining operational data with a richer customer voice. The result is not more dashboards, but insight that actively supports better decisions, earlier intervention, and better outcomes for customers.