Preston City Council is trialling the robot 'chatbot' system
Callers to some of Preston City Council’s busiest departments could find themselves being helped by a robot – if their enquiries are not too complicated. The authority has been trialling the use of so-called “chatbot” software within its revenues and benefits service and is now considering a wider rollout of the technology at the town hall.
That system – under which only 40 per cent of people go on to speak to a human – uses a series of scripts which provides callers with relevant information and advice and directs simpler queries to self-service options. The council’s intention to explore chatbots “as a possible corporate solution” – as revealed in the cabinet report – suggests that it could be expanded to all of the divisions to be served under the new contract. Inform’s website states that its local authority chatbots can handle up to 90 percent of calls without the need for human “intervention”.
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