gary-butterfield-8YiFwcNmF1o-unsplash.jpg

Local Government

Intelligent Virtual Assistants and AI Chatbots
for Local Government

Residents want speed and convenience when interacting with local authorities, whether via the website, on the phone, or through social channels.  Supporting customers 24 x 7 x 365 via automated channels can remove a huge burden from live agents.  Virtual Assistants and AI chatbots can offer a wide range of services:

  • Website navigation

  • Revenues and Benefits

  • Housing

  • Council Tax

  • Parking

  • Environmental Services such as waste and recycling

 

The latest AI Chatbots and Virtual Assistants, supported by a customer service automation platform, are finally allowing Local Governments to offer residents the service they expect, at the same time reducing costs and releasing agents for more complex enquiries.

recycling-ga2a3bdc05_640.png

So much more than a chatbot

Councils and Local Authorities can now offer automated services through telephony, web, email, SMS, Social Media, smart devices, kiosks/video screens as well as existing digital portals and within apps.

converse360's Assist-Me Customer Service Automation platform enables you to build the process once, tweak the flows for messaging, speech and visual and then publish to your channels of choice.   

 

Benefits for residents and your Customer Service team include:

  • Extending your opening hours to 24/7

  • No more queuing for customers who want instant responses

  • Enabling customers to self-serve 

  • Significantly reducing the number of calls into the Customer Services team

  • Triaging of the monotonous and repetitive calls so advisors can focus on complex enquiries

  • Seamless hand-off to a live advisor if required with the chat transcript

 

Local Authorities can choose Virtual Assistants to automate specific processes and leave live advisors for other tasks or enquiries. Proactively monitoring of all interactions and configuring triggers to detect when customers are getting frustrated or need further assistance the system will automatically offer a transfer to a Customer Services Advisor and pass the relevant information across. This ensures a successful call resolution and a great experience for the customer.

Service automation through a choice of channels

Whether your customers interact through messaging, speech or visual avatars, the platform allows you to build the process once, customise to suit and publish it to your choice of channels. These videos show customer service automation in a housing environment through a Chatbot, Alexa and with Digital Humans.

Use cases for local authority Chatbots, Virtual Assistant and Customer Service Automation

These are just some of the ways that converse360's Assist-Me Customer Service Automation Platform allows Local Authorities to streamline processes and deliver exceptional customer service to residents. 

D1.png

FAQs & SIGNPOSTING

Answer common questions and provide links to more detailed information, your digital portal, web pages and documents

D2.png

COUNCIL TAX

Report a change in circumstances, discount and exemption enquiries, refunds, payments, arrangements to pay

D4.png

ENVIRONMENTAL SERVICES

Bin collection dates, missed collections, report fly-tipping, abandoned vehicles, Health & Safety, Trading Standards

D5.png

HOUSING

Rent payments, arrangements to pay, report repairs, check balances, make or cancel appointments

Diamond 6.png

REPAIR TRIAGING

Assist callers to check basic repairs themselves, watch how-to videos, self-diagnose problems & share images to assist repairs

D7.png

REVENUE AND BENEFITS

Report a change in circumstances, benefit applications, check claim status, discount application

Bulb 2.png
D4.png

INTERACTIVE SURVEYS

Request feedback & make it simple for customers to air their views whether positive or negative, one click or detailed questionaires

D8.png

PARKING

Car park and parking space information, Parking permits, parking ticket, illegal parking, disabled badges

See our Virtual Assistant in action in a housing environment, including workflows.  Discover how you can seamlessly blend automated responses with live agent hand-off including context and transcripts.

You can also request a personalized live demo where we can show you the most relevant features and functionalities based on your individual requirements.

Fast-track your service automation journey

Create, build, edit, view, and test your FAQ's and workflows within days

Simplified processes make it quick, easy and cost effective to set-up an automated system. Below is an example process for introducing automated webchat, such as a Chatbot, and start testing in a day! 

1

Use the no-code portal to easily design your chat client. Customise icons, pop-ups, buttons, colours, fonts, headlines and greeting messages, and tailor to your company brand

2

Choose from hundreds of sample FAQs and workflow templates or create and edit your own through a no-code/low-code portal. Try the example flows that are easily edited or ask a common question to see further examples

3

For connecting your workflows to enterprise data use our standard connectors into housing management and CRM systems or use the low-code Integration Designer to simplify the process automation

4

Test the FAQ's and workflows on the web pages provided, get feedback from different teams and friendly customers. Where using speech, call into the test number and speak with the service and ensure it understands all words, phrases and dialects and retune as necessary

5

Apply a line of code to your website and apply the changes to your telephony system to integrate with your systems