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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

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'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.

Citizen Services chat Artificial Intelligence (AI)Citizen Engagement Digital Services Customer Support

ICS AI Ltd

Karolina Perez Sima

Marketing Content Specialist at ICS AI Ltd

Amministrazioni coinvolte

Telford & Wrekin Council, GB

United Kingdom

Prodotti

SMART Chat

World’s first local government conversational AI assistant with human parity performance. From Enterprise Awards 2022 Public Sector Nominee.

SMART LiveChat

The world's first live chat via MS Teams connecting users with your customer service reps, enhanced by always-on human parity AI assistant.

Degno di nota

Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence | Pressat

Telford and Wrekin Council deployed an AI Assistant, TOM, in 2021 and managed to cut extremely...

Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence

Telford and Wrekin Council deployed an AI Assistant, TOM, in 2021 and managed to cut extremely high waiting times by 50%, shifting many users to digital. Now, a year into TOM’s operations, more wins are astonishing the team. New services added to support residents, less strain on staff and rising wellbeing are proofs

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