Chatbots/ Customer Service
A chatbot is a software powered by pre-programmed responses or AI to answer queries without the need for human intervention. They are commonly integrated into websites, applications or instant messengers to help organisations in managing customer interactions more efficiently. These digital agents are widely used across a variety of different industries to optimise customer service, operations, and expenditure. They can respond to a range of common queries, such as checking account balances, booking appointments, tracking deliveries, or answering frequently asked questions. By operating around the clock, chatbots can provide support through all hours, making services more accessible without reduced need for human operators.
There are many different types of chatbots and not all use AI. Some rely on predefined rules, while others use AI to make interactions more dynamic and personalised. The type of chatbot used generally depends on the complexity of the query and level of personalisation required. AI-powered chatbots rely on technologies like natural language processing (NLP) and machine learning to interpret textual information, learn from interactions and provide relevant, human-like responses. These chatbots are typically developed in-house, allowing them to be tailored to specific business needs. With the ability to constantly learn from each interaction, their accuracy generally improves over time. Where such AI-powered chatbots are used to deliver customer service within surveying, they may be deemed to have a material impact on the delivery of surveying services, depending on the information they are providing in each scenario.
Co-pilots
Copilots are digital tools that act as virtual assistants to helps users’ complete supporting tasks more quickly and efficiently. Often used within a work environment, they can assist with many tasks such as writing, coding, data analysis and customer support. Often powered by AI, they use a range of technologies to help understand commands and queries, providing support in real-time. These tools are typically proprietary, developed by software companies and tailored to function within their own ecosystems. own software. A well-known example is Microsoft Copilot, which integrates into tools like Word, Excel, and Teams. This tool can enhance productivity through features such as drafting content, summarising meetings, and generating insights.
Other applications of Copilots include:
- Assisting with drafting emails, reports, and articles
- Helping developers write and debug code
- Automating reports and providing data-driven recommendations
- Generating images, presentations, and layouts
- Detecting threats and assisting with system monitoring
While copilots are becoming more common in general business settings, there are limited mainstream copilots built specifically for surveyors. However, general-purpose tools like Microsoft Copilot and ChatGPT can be used by surveyors to assist with tasks such as drafting client communications, summarising site notes, and analysing property data in Excel.
Sometimes, using AI tools in surveying practice- for example, to write emails to clients about a particular project- they may be deemed to have a material impact depending on the nature of the information being communicated, and should therefore require appropriate professional oversight and judgement.
Principal author: Aaliyah Pollock