Our Key Account Director, John Wybrant, has been featured in Local Government News discussing how chatbots could help local authorities deliver new service improvements and efficiencies across their frontline services.
John argues that decision makers in local government should view chatbot technology as a viable, cost effective way to reduce pressure on frontline staff and improve the quality of the service they provide for their communities.
He said: “Councils today are facing an increase in complicated, resource demanding enquiries from citizens, driven by welfare reforms. Chatbots hold the potential to help with this, by handling simple, high volume queries, enabling frontline employees to deal with complex enquiries that require human judgement and empathy.”
“Chatbots can also help public sector organisations be more proactive. If the technology is integrated into self-service platforms and given access to internal Customer Relationship Management (CRM) databases, it can be geared to reach out to citizens via text, or through an instant messaging platform like WhatsApp.”
“The contacted party would then be able to reply directly to the chatbot if action is required, reducing time pressures on the council’s customer service team, while simultaneously providing quality, seamless service to the citizen.”