REPORT: Artificial intelligence and social housing

It was Mark Twain who memorably observed: “Prediction is difficult – particularly when it involves the future.” We all know AI is the Next Big Thing, but it’s harder to know what that will mean for us. It could mean that oppressive authoritarian governments can step up their surveillance to the nth degree. Or maybe it heralds a glorious third industrial revolution, liberating us from humdrum tasks to focus on creativity, caring, fun and living our best lives.

The contributions in this report come from a range of perspectives, focusing mainly on the world of housing – but with lessons for all sectors. Above all, they remind us that AI is already here, improving processes, allowing better customer services, and occasionally getting things very wrong indeed. Sam Nutt helpfully spells out the ethical dilemmas of introducing AI, which may not always be as diversity-aware as needed!

In conclusion, we were left pondering Vinay Parmar’s cautionary distinction between ‘warm’ and ‘cold’ AI. This wave of change will be as good or as bad as we humans choose to make it. If it’s just about cost-savings and better voice menus, dystopia beckons. If it’s about customers, and making our values real, then cautious optimism can be in order.

The Artificial Intelligence and Social Housing report includes:

1. Welcome and introduction – From Campbell Tickell, Disruptive Innovators Network and Salesforce 
2. AI? It’s already here – Forget futuristic robots, artificial intelligence already has the capability to improve existing services
3. Biases exist; AI reflects them – When implementing AI technology, organisations have an ethical responsibility to ensure the data used is fair
4. Information overload – AI’s potential lies in its ability to handle very large data sets, improving both internal and external interactions, especially if organisations work together.
5. In the frame: damp and mould – Why good design is at the heart of good engagement
6. Risk and responsibility – As different forms of AI evolve, the organisations developing it and those using it need to be fully aware of the risks and responsibilities involved.
7. The AI tradesperson – How one company is using AI to triage plumbing and heating jobs to ensure its operatives only go where they are really needed.
8. Reaching out – AI can help landlords identify and assist their most vulnerable tenants
9. The customer comes first – Using smart technology to fulfil residents’ desire for proactive engagement.
   

The report is supported by a series of videos,  all of which you can view on YouTube

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