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Laying the foundations for better local public services

West Northamptonshire Council: AI for Customer Service Automation and Transformation

Event details

Event date: September 18, 2024 9:00 am to 2:00 pm

Location: Vulcan Works, 34-38 Guildhall Road Northampton, NN1 1EW

Booking information:

This event has already taken place.

West Northamptonshire Council (WNC) will explain how they are using artificial intelligence (AI), automation and digital transformation to power and enable innovative, automated and integrated digital services.

The council will share their experiences and insights into how they re-designed public services, including leveraging AI for customer automation resulting in saving over £500,000 in 3 years in handling and processing costs.

WNC is now evolving AI automation to leverage generative AI and LLMs (Large Language Models) to support and improve Special Educational Needs and Disabilities (SEND) processes. The council in collaboration with Jadu, is embarking on an ambitious pilot programme which aims to address critical service challenges within council services, focusing firstly on the Education Health & Care Plan (EHCP) assessment request process, however the common patterns, configurations and workflows can be applied to any service.