SGS streamlines customer service with AI — 25% fewer cases

1. Background

As one of Sweden's largest student housing operators, SGS handles both large volumes of housing issues and high expectations for digital accessibility. The previous platform did not provide enough support for development, brand building or flexibility. For SGS, it became clear that a modern and dynamic digital customer interface was essential to meet today's students.

“We needed an interface that is both modern and feels like SGS — something we can be proud of.”, Susanne Wallsten, IT & Security Manager, SGS Student Housing

2. Challenge

SGS identified several key needs for the collaboration:

• A more user-friendly digital customer interface with stronger brand presence.
• Better conditions to meet changing requirements and to be able to develop My Pages.
• Ability to offer round-the-clock service with multilingual capabilities.
• Reduce the burden on customer service while increasing customer satisfaction.

It was clear that SGS needed a solution that could both scale up communications and free up time for more qualified customer meetings.

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3. The solution

In a joint project, SGS first implemented Avys accommodation platform and then the self-learning AI agent Davy. Solutions relieve customer service by:

• answer frequently asked questions directly in the chat,
• manage communication around the clock,
• provide personalized and targeted information
• provide support in multiple languages,
• offload incoming mail and phone calls

4. upshot

Measurable impact in customer service

Together with SGS, Avy initially launched the tenant app, which led to a significant reduction in the case picture thanks to features such as the bulletin board, library and community. In the next step, the AI agent Davy was also launched, which further reduced the case picture.

Since its launch, SGS has seen significant improvements such as:

• More than 25% fewer errands thanks to simple questions being caught early by Davy.
• If we take a closer look at specific channels, we see (since the start in 2024):
  
  • 70% fewer emails
  • 50% fewer phone calls
• Stable number fault notifications/service notifications — which is currently interpreted positively as an increase was expected. Among other things, due to an increase in the number of apartments, a year older stock and clearer information on liability when moving in.
• Clearly increased customer satisfaction with regard to information, based on measurements via Origo Group.
• Greater activity in the community function, including from newly arrived students helping each other and solving problems together.
• SGS is very pleased with the flexibility of the tenant app that allows them to add other services and applications, such as their proprietary service, Städkollen.

More time for what makes a difference

The streamlining created by Davy will make a big difference in the way the organization works. SGS has now created an opportunity to:

• work more proactively and outreach,
• be more present in student environments, for example through events with student unions and different campuses, prioritize human meetings in more complex cases.

“Now we can spend more time in the face-to-face meeting — where we really make a difference for our students.”

An organization in step with change

The good results have led SGS to ratchet up its ambitions:

• Communication work is continuously developed to better match the needs of the target audience.
• A more proactive approach permeates the organization.
• The implementation took place in stages — a strategy that created internal ambassadors and a strong commitment.

5. Vision of the future

Digitalization with people at the center

SGS sees great long-term opportunities with Avy and Davy, both for tenants and employees in the organization.

Continued development and in-depth insights

SGS now wants to:

• Integrate Davy to also be used in internal communications
• use insights and behavioural analyses from the accommodation community;
• identify information gaps with the help of AI,
• Continue to develop the app and collect more features in one place.
  

“AI highlights the importance of our employees. Davy creates time for us to meet the student when it is really needed.”

Expectations of Avy

SGS would like to see the cooperation continue at the same pace:

• maintain a high level of innovation,
• continue to be the fastest in the industry,
• jointly develop solutions to strengthen the customer experience.
  
  

Summary

The collaboration between SGS and Avy clearly demonstrates how smart digitalization and AI support can create both efficiency and a stronger customer experience. With Davy as a natural part of the customer journey, SGS has freed up time, raised the level of service and created better conditions for both accommodation and organization.