2024-03-18
Continuing the digitalization and move towards modern building management, the functionality of the virtual assistant or chatbot of SIA “Rīgas namu pārvaldnieks” (RNP) has been supplemented – with the integration of a large language model (LLM). In addition to previously defined questions, answers and user authentication solutions, the chatbot is now equipped with an LLM-based question answering system that is trained to select answers from legal documents published on the RNP website. The innovative solution ensures more efficient training, a wider information base, thus improving the quality of customer service.
The multi-apartment building management sector is regulated by a voluminous set of legal and regulatory documents. RNP clients can also find them on the company’s website, but there are many of them. The LLM integration was the next step to create an excellent customer experience and further digitalize the company’s business processes, allowing customers to also get comprehensive answers to specific legal questions.
In cooperation with “Tilde”, the existing virtual assistant “Juris” of RNP has been improved by adding LLM integration – in addition to previously defined questions, answers and user authentication solutions, the chatbot is now equipped with an LLM-based question answering system that is trained to select answers from legal documents published on the RNP website.
Now, when a client asks a question about legal information, the virtual assistant “Juris” first searches its database for a previously prepared answer. If there is none, the LLM service is activated, which, using the information from the training, formulates a concise answer and adds links to the relevant documents for more information.
RNP board member Mārtiņš Paurs:”Customer satisfaction is our priority. To ensure fast and high-quality service, we have improved the capabilities of the virtual assistant “Juris”. In cooperation with “Tilde”, we have integrated large language models. This innovation allows Juris to provide quick and accurate answers to customer questions at any time of the day, as well as ensures a personalized approach to each customer. It has made communication with the virtual assistant more friendly and understandable, while significantly increasing the amount of information offered by the chatbot. We are proud to have implemented such an innovative solution in the property management industry, as well as to demonstrate our commitment to implementing the latest technologies in the property management industry. We plan to continue expanding both the virtual assistant and other digital solutions to improve and complement the range of services provided by the company.“
RNP virtual assistant “Juris” has already served more than 160 thousand RNP clients since March 2023, when RNP started using the chatbot. The aim of the integration is to provide answers to customer questions quickly, accurately and legally, as well as to reduce the workload of the customer support staff.
“We are truly pleased and proud that RNP continues to develop its chatbot using the latest generative artificial intelligence and Tilde virtual assistant platform capabilities. Juris not only provides RNP customers with increasingly comprehensive and high-quality support, but also helps RNP itself maintain its position as a leader in innovation in the use of artificial intelligence technologies not only in Latvia, but also in Europe and the world,” emphasizes Tilde’s business development manager Kaspars Kauliņš.
Juris is available 24/7 on the RNP website rnparvaldnieks.lv, the portal e-parvaldnieks.lv, the mobile application “RNP” and the RNP Facebook page to answer frequently asked customer questions.
