COMFORT PARTNERS'S PARTICIPATION
ABOUT COMFORT PARTNERS
Comfort Partners is a partner in the energy transition for housing associations. We translate sustainability goals into reliable solutions that keep homes comfortable and affordable. We plan, deliver and steward building systems across their life cycle, using data to target carbon reductions and to prevent downtime. Our approach combines proven concepts with practical innovation, from electrification readiness and hybrid heating paths to performance monitoring and transparent reporting. We invest in people because craftsmanship moves the transition forward. As part of TBI, we work across the built environment to scale impact and support community goals. The result is healthier homes, lower emissions and predictable costs for residents and owners.
SESSION INFORMATION
10:00 - 10:15
How Comfort Partners Uses Agentic AI With Voice To Handle Thousands Of Customer Calls Fully Autonomous
Each winter Comfort Partners receives up to 1,000 resident calls per day, creating wait times and high staffing costs. We built Lotte, an Agentic AI voice and chat assistant, to address this. Live since 1 September 2025 on phone and WhatsApp, Lotte handled thousands of conversations in the first four weeks, with an increasing percentage without a live agent.
Lotte integrates with our ERP and with our scheduling algorithms via our Data & Intelligence Platform. Lotte can view, change and cancel appointments, book maintenance and create incidents. Our planning system runs a predictive model that forecasts failures.
Built in six months with 20+ use cases together with CM.com. We're now working on adding 24/7 and multilingual while increasing the autonomous function.
October 30, 2025
HIGHLIGHT SESSIONS
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