BRIKHousing: AI Smart Assistant for Housing_

Cut triage time, reduce missed cases, and ensure your teams never miss a case. BRIKHousing’s AI Smart Assistant automatically reads, categorises and routes incoming messages, 24/7 using Azure AI.

What is the AI Smart Assistant for Housing?

Every day, your housing teams are flooded with emails, complaints and updates from tenants. Sorting through this manually is slow, error-prone, and a strain on already stretched resources.

BRIKHousing’s AI Smart Assistant is designed to take the triage burden off your team. Using Microsoft Azure AI, it reads and understands every inbound message, whether it’s email, survey, web form or a social media message and instantly categorises it and triages to the right team. Using language and sentiment analysis to spot urgent or sensitive issues fast and instant categorisation such as damp and mould, ASB, repairs or safeguarding to get every message to the right team.

Whether it’s a repair request or a safeguarding concern, Smart Assistant becomes your always-on virtual contact centre ensuring that nothing slips through the cracks.

Why use the AI Smart Assistant in Housing?

During busy periods or after a backlog group inbox’s can quickly become unmanageable. Staff are stretched. And with rising issues like damp, ASB and disrepair claims, housing providers can’t afford to let messages sit untriaged.

Smart Assistant takes that weight off. It doesn’t just read incoming messages, it understands them. It uses language and sentiment analysis to spot urgent or sensitive issues fast, flagging them with Teams or Outlook alerts so your staff can act straight away.

It works out of the box with Microsoft Dynamics 365, plugs into your case management, and adapts to the processes you already run, whether that’s repairs, complaints, or escalation protocols.

What are the benefits of the AI Smart Assistant?

Smart Assistant helps frontline housing teams do more of what matters so they’re able to get on with resolving issues, not wading through inboxes.

Automatically triages incoming tenant messages 24/7

Categorises issues (e.g. ASB, repairs, mould) with high accuracy

Flags urgent or sensitive cases via Teams or Outlook

Reduces manual admin and inbox overload

Improves SLA compliance and case response times

Provides sentiment scoring to prioritise effectively

Integrates directly with Microsoft Dynamics 365 case management

Adapts to your existing business processes and service areas

How we deploy Smart Assistant_

We keep it simple. Smart Assistant is built on your existing Microsoft platform using Azure AI and Dynamics 365. Our approach means fast deployment with minimal disruption.

We’ll work with you to connect your communication channels, configure your categories, and align the assistant with your existing case workflows. We’ll also help train your teams and tailor the system to reflect how you actually work.

Trusted AI Smart Assistant for Social Housing_

Helping teams focus on people, not paperwork.

We’ve worked with forward-thinking housing associations to roll out Smart Assistant as part of their wider digital transformation. From handling repair triage to flagging safeguarding concerns early, the results speak for themselves.

Want to see how it would work in your environment? Book a personalised demo today.

AI Smart Assistant for Housing key features_

24/7 AI message reading: Automatically reads every inbound message; email, survey, WhatsApp

Smart categorisation & prioritisation: Tags and triages each message (e.g. ASB, damp) and scores urgency via sentiment analysis.

Direct integration with Dynamics 365: Case creation, notifications and routing all happen inside your existing systems.

Real-time escalations: Instantly flags high-risk issues to the right team via Outlook or Microsoft Teams.

Other services by Infinity Group_

Infinity offers a wide range of services that complement our AI Smart Assistant:

BRIKHousing: BRIKHousing is the premier modular approach to housing management, based on Microsoft Dynamics 365, allowing housing organisations to replace legacy systems with a modern, streamlined solution.
Asset Management: This module allows housing associations to expertly oversee property lifecycles, with safety, compliance and sustainability as a top priority.
Core Housing Processes module: Simplify operations, manage resident interactions, and centralise communication to provide tenant-first, efficient service.

Frequently asked questions_

How accurate is the AI in categorising messages?

The assistant uses Microsoft Azure’s NLP capabilities, with custom housing-specific training to ensure high accuracy. It’s tested on real scenarios and continually improves.

Can we define our own categories or routing rules?

Yes. Categories, processes, escalation rules and triggers can all be tailored to reflect how your teams work.

Does this replace our case management system?

No. Smart Assistant works with your existing Dynamics 365 case management setup to enhance it.

What channels does it work across?

It reads messages from emails, surveys, forms, social media, and even WhatsApp.

How quickly can it be deployed?

Most clients are live within a few weeks, with full support from our team every step of the way.

We would love
to hear from you_

Our specialist team of consultants look forward to discussing your requirements in more detail and we have three easy ways to get in touch.