Council support chatbot
Council support chatbot demonstrates how a chatbot can enable residents to find the answers to their questions on their website more easily.
With most councils there is a constant need to review and refresh how services are delivered to and accessed by their residents.
Contact centre, email and social media contacts can be in the 10s of thousands.
As technology develops and users become accustomed to accessing services 24/7 they need to ensure that they have the means with which to engage with the public in the most cost effective way-reserving telephone and Face to Face services for those who are unable to engage digitally.
Generally queries are dealt with via forms completed on Council Websites, via Contact Centre or by customers visiting a Council Office. A chatbot facility deployed onto a council website will divert contact away from the Customer Services, it will also help to improve the content on the website and raise the council profile.