Property Support Platform

The Challenge

Property management involves constant customer support—tenants reporting issues, booking engineers for repairs, and tracking resolution times. The company needed better visibility into support performance and a way to reduce the volume of calls to their support team.

The Solution

As a front-end engineer, I built data visualisation dashboards for internal SLA tracking and a customer-facing chatbot that could handle common support requests and book engineers.

SLA Metrics Dashboards

Built comprehensive dashboards using Highcharts to visualise customer support performance:

• Accessible Design: Charts built with accessibility in mind for all users
• SLA Tracking: Visual summaries of response times, resolution rates, and service level compliance
• Real-Time Metrics: Live updates showing current support queue status and team performance

Customer Support Chatbot

Developed a chatbot to handle common tenant requests without human intervention:

• Issue Reporting: Tenants can report problems like broken heating, water damage, or other property issues
• Engineer Booking: Chatbot guides users through scheduling an engineer visit
• Intent Detection: Used Azure NLP to understand customer intent and route conversations appropriately
• Pre-LLM Architecture: Built before large language models were available, using traditional NLP techniques

Embeddable Chatbot Widget

Created a lightweight, embeddable chatbot client for property owners and agencies:

• Easy Integration: Simple embed code for client websites
• Branded Experience: Clickable button in the bottom right corner matching client branding
• White-Label Ready: Property owners and agencies could offer support through their own websites

Results

The dashboards gave management clear visibility into support team performance and SLA compliance. The chatbot reduced call volume by handling routine requests, and the embeddable widget allowed clients to offer branded support experiences on their own sites.