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  • Writer's pictureSharon Holland

Why Local Government Needs an AI Chatbot

Updated: Sep 30, 2023

calling local government

Local governments and councils strive to ensure customers have easy access to information and services when it matters the most. Given the current digital transformation journey, customers expect both government and businesses to provide instant support and communication while delivering the best service possible. This is where AI chatbots and voice assistants come in; they have the potential to transform both customer service and the user experience on a huge scale. In this blog, we will discuss how AI chatbots are a crucial component of a successful digital customer experience strategy and why local authorities needs one.

Instant Support

Customers can get the answers to their questions in seconds, even after business hours. Whether someone calls or messages, chatbots and voice assistants can provide instant responses with no queuing. Also, with access to the authorities data, chatbots can provide personalised answers, providing relevant information tailored to the individual's needs.

24/7 Availability

An AI chatbot is available 24/7 and can respond to inquiries and queries in real-time, thereby delivering a frictionless customer experience. With chatbots working non-stop, users don't have to worry about long waits, reducing frustration and ultimately improving satisfaction rates.

Multichannel Interactions

Today, local government's customer service departments and websites can offer a range of channels for communication including social media, websites, mobile apps, e-mails, and phone. An AI chatbot supports all these channels, which in turn makes it easier for users to connect and communicate seamlessly. Consistent messaging across these channels promotes engagement and delivers a more personalised experience for the end-user.


An AI chatbot saves cost in the long run, as it requires minimal human intervention and has lower operational costs. While there are upkeep costs of an AI-powered chatbot, just like that of a traditional customer service team, chatbots can handle a more extensive range of requests, and achieve the work of several customer service agents at once.


A chatbot offers infinite scalability to the local government's customer service and communication operations. As local government departments and councils experience varied and unpredictable demand patterns, an AI chatbot can make it possible to manage the volume of inquiries and requests efficiently and consistently without hiring extra staff.

Voice and digital customer experiences are the key to the success of local government customer service. By combining multiple technologies into voice assistants and chatbots, governments can improve the customer experience and make it faster and more affordable. AI-powered chatbots are easy to implement and can be adapted to fit the needs of any local authority, allowing them to deliver excellent service experiences to their users while saving time and money. Conversational messaging and speech driven automation will become must-have components of a local authority's digital transformation strategy, AI will power these intelligent chatbots and voice assistants, to be a part of a future where customer experience is everything.

It is time for local government to lead the way in transforming the public sector through AI-powered, innovative solutions. So contact us or call us on 0333 6000 360.

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