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projectThe council rapidly deployed a suite of AI tools, including a chatbot, live chat, interactive voice response, and voicebots.
This information was sourced from "SAM: Service AI Assistant Module" by AI.GOV.UK, https://ai.gov.uk/knowledge-hub/tools/sam:-service-ai-assistant-module/?directTo=library. Licensed under Open Government Licence v3.0.
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 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.
Early testing shows:
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