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Telford and Wrekin Council add three new services, thanks to TOM, their AI Assistant

Efficiency grew, UX improved, staff’s wellbeing increased

Completado

'Ask TOM' has increased by 39% over the last 12 months, meaning more users shift towards self-service. Improvements to the live chat channel (over 60% drop in chats with agents and in waiting times) mean the AI is successfully deflecting contact. With pressure taken off staff, long-term sickness has fallen 74% and short-term sickness by 16%. With released capacity, Telford and Wrekin have been able to add 3 new services with no additional headcount: homelessness, registration, libraries.

IA

ICS AI Ltd

Gobiernos implicados

T&

Telford & Wrekin Council, GB

GB flag

United Kingdom

Productos

Proyecto realizado con éxito

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