Streamlining routine queries through AI-powered contact centre tools
Publicly sourced
The challenge
To improve resident service, the council aimed to streamline the handling of routine contact centre queries, which made up 27% of all incoming calls.
The solution
The council rapidly deployed a suite of AI tools, including a chatbot, live chat, interactive voice response, and voicebots. The system was trained on content from the website and policy documents, with predefined flows to manage sensitive queries. Staff testing helped improve response accuracy. Robust governance was established through an AI Board, a senior responsible officer, and completion of Data Protection Impact Assessment and Equality Impact Assessment.
The results
Early testing shows:
93% accuracy in the chatbot's responses.
86-90% user satisfaction, based on thumbs-up/down feedback.
Reduced call volumes, observed within first three months of deployment.
Learnings / insights
The chatbot development process surfaced issues with outdated or unclear website information, prompting content reviews.
SAM: Service AI Assistant Module
Streamlining routine queries through AI-powered contact centre tools
The challenge
To improve resident service, the council aimed to streamline the handling of routine contact centre queries, which made up 27% of all incoming calls.
The solution
The council rapidly deployed a suite of AI tools, including a chatbot, live chat, interactive voice response, and voicebots. The system was trained on content from the website and policy documents, with predefined flows to manage sensitive queries. Staff testing helped improve response accuracy. Robust governance was established through an AI Board, a senior responsible officer, and completion of Data Protection Impact Assessment and Equality Impact Assessment.
The results
Early testing shows:
Learnings / insights
Details
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