North Somerset Council

Outcome of Expression of Interest: Not shortlisted

“How can I help”?   Pushing the boundaries of Chatbot Technology to deliver responsive and tailored citizen contact

We want to use chatbot and robotic and process automation technology to deliver a step change in customer contact, moving away from arrangements that are menu driven and organisation centred, to a Google world, where citizens communicate with councils in a language and a manner which works for them and which reduces costs, shortens response times, provides more consistent responses, protects privacy and improves citizen satisfaction.

We believe that at first point of contact through the use of chatbot technology we can provide a better customer experience where citizens no longer have to navigate complex menus and options which reflect organisational structure and instead receive support and advice required more logically.

We believe that by working with citizens to understand how they want to access services, using agile service design, and effectively using chatbot/ language interaction technology we can improve the quality of customer experience provided and reduce the overall cost significantly.

Our vision is to provide customer contact where the only question a citizen needs to answer is “How can I help?”.  Our aim is to reduce the cost of customer contact across the council by 10% and to increase overall satisfaction with council services  by 2% by 2022.

  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to digital business analysis
  • Agile for teams

Other training requests

None at this time

1 thought on “North Somerset Council

  1. As Sales Director:

    We are currently involved with a number of County Councils who are interested in rolling out EscalateAI to kick off their AI Chatbox journey.
    We are running an event in conjunction with IBM and wondered if you would like to attend.
    We will also be in a position to not only show you how our IBM Watson Chat Bots are already being used but introduce people to other Councils who may be interested in sharing the digital experience and associated cost savings.

    Register Here

    If you are unbale to attend but would like an informal chat please feel to contact me on 07976 105037

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