Helppi chatbot gives quick answers – feel free to ask!

You can find the Helppi chatbot in the bottom right-hand corner of the website. The service is available 24/7. You can chat with it in Finnish, Swedish or English. The Helppi bot can provide general advice on matters related to Heka, housing and housing services, for example.

If your enquiry requires the processing of personal data, please contact Heka’s customer service via OmaHeka or by telephone.

Questions and answers

How does the chatbot work?

The chatbot answers questions by using the content of the website. When a user asks a question, the bot retrieves the relevant information from the website and formulates a response based on that information.

The bot can only answer questions for which information is available on the website. The service does not involve the processing of personal data or making decisions based on personal data. 

If the information cannot be found or the matter requires the user’s identity to be verified, the bot will direct the user to customer service.

Is it safe to use the bot?

The Helppi advice bot is safe to use. The bot uses only the public content of the website in its responses. It does not process personal data or verify the identity of the user. The chatbot is not connected to Heka’s information systems or to the OmaHeka resident pages.

If the matter requires the processing of personal data, the bot will direct the user to customer service

When is the chatbot available?

The Helppi advice bot is available 24/7 on Heka’s website. The bot service can be used on computers and smart devices.

What sort of things can the chatbot help with?

The Helppi bot can provide general advice on matters related to Heka and Heka’s housing. In its replies, the bot uses the content of Heka’s public website; in other words, the bot can only answer questions for which the answers can be found on Heka’s website.

The bot cannot help with matters that require the processing of personal data. If your enquiry requires the processing of personal data, please contact Heka’s customer service via OmaHeka or by telephone.

Can I use the chatbot to use Heka’s services?

The Helppi bot provides information and guides you to the right information, but it cannot be used to process housing-related matters such as reporting faults, making changes to your parking space or tenancy agreement or checking your rent payment details.

You can easily manage most of your housing-related tasks via OmaHeka at any time. In OmaHeka, you can check your rent payment information and status, contact our customer service department, submit defect notifications, manage parking space and sauna reservations and take care of matters related to occupant or agreement changes.

Can I contact customer service via the chatbot?

You cannot contact customer service via the chatbot. If your matter requires you contacting customer service, please do so via OmaHeka or by telephone.

Are conversations with the bot recorded? What are the recordings used for? How long are the recordings stored?

Conversations with the Helppi chatbot are recorded. For every conversation, the messages sent by the user and the chatbot’s replies, the times of the messages, and the feedback provided by the user are recorded. The recordings are used to enable the chatbot to function, monitor usage, improve the quality of the service, and to investigate any errors or issues that may arise. The data is not used to train artificial intelligence models.

Access to the recordings is restricted on the basis of user rights, and the data is only available to those individuals who have been specifically granted access. Recordings are stored for 180 days.

If I accidentally give my personal details to a chatbot, what will happen?

Please do not send your personal details or any other sensitive information to the Helppi chatbot. However, if you accidentally provide the bot with your personal data, such as your email address, phone number or personal identity number, this information will be automatically deleted.