“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