Bots and Speech
Newcastle City Council are already successfully using chatbots across a range of Council services – from providing information, advice and guidance in social care to automating permit processes. We recognise that the next step for chatbot technology is the integration of voice within conversational bots .
Using a service design led approach, we would like to undertake discovery to understand the value of using the voice based chat bot technology for the customer, where it could be applied most effectively for delivery of Council services, understand how users may want to use the technology and what the impact of strong accents, regional dialects or speech impediments could have on using the technology.
The outcomes from discovery would identify if there is a user need to invest in this technology, for example would a user be more likely to use voice chatbots rather than text based chat bots, and can this continue to drive efficiencies in local authority demand management. We would also understand whether there is a financial business case for the use of this technology and potential barriers to implementation.
- Introduction to digital business analysis