It takes just 10 minutes to launch an AI assistant
A few years ago, launching an AI assistant would have taken B&D months to plan, a hefty budget and a dedicated tech team ― luxuries local government doesn’t have. Our unique platform takes that demand away:
All anyone needs to get started is a website url ― it’s that simple!
An advanced AI assistant helps B&D bring down call volumes while keeping standards high
Before launching their AI assistant, B&D wanted to find a way to reduce phone enquiries, but didn’t want to reduce the quality of their service. They hoped using an AI assistant would help them:
- Spend more time and resource on the problems residents need the council for the most
- Better serve residents who have complex needs
- Support more residents without increasing fixed costs
- Offer a more efficient service delivery
- Improve overall user experience
B&D chose a name for their AI assistant and a custom avatar, and have full control over every response it sends out to their local community, which can be edited any time.
Everything B&D needs to check their AI assistant’s progress is on their client dashboard:
Customer support is easily tailored to the London council and its customers using AI
B&D were excited to discover their AI assistant can handle scheduling enquiries like these from start to finish:
- ‘When does my bin get collected?’
- ‘What day does my recycling bin get taken?’
- ‘Is my bin collected the same time each week?’
To handle these enquiries independently, the AI assistant was trained to first ask for the customer’s postcode. Using a simple integration, it can then query the council’s back-office systems to return the customer’s next bin collection date. 98% of these kinds of enquiries are now fully resolved using just the AI assistant.
9 months after launch the AI assistant is trained to answer queries for 6 departments
B&D quickly reported a 6% reduction in calls about missed bins, so the AI assistant was trained to answer enquiries for another five departments on all sorts of topics from council tax and housing, to births, deaths and marriages. This soon highlighted the most popular topics in each area, like parking ticket disputes, visitor parking, and missed bins, so the council now knows where to focus its resource. The best part is, it didn’t cost them any more to use the same AI assistant to take on more departments and tasks.
Customer satisfaction increased by 67%
Only 20% of customers reported successfully using the B&D website to resolve their query, yet in its first six months, the B&D AI assistant handled 18,400 enquiries from customers and 87% of those were successfully resolved, meaning the AI assistant understood their request correctly AND gave them a helpful answer without any input from the B&D contact centre team. The early success rate exceeded all expectations.