All Projects

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

Efficiency grew, UX improved, staff’s wellbeing increased


'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.



Governments Involved


Telford & Wrekin Council, GB

GB flag

United Kingdom


Project Succeeded

More from ICS AI Ltd

Lewes and Eastbourne Council launch ICS.AI's AI assistant for residents

Related Projects

Region Normandie, a 100% user adoption case of a digital partner for services.
Manor, TX supports local small businesses through improved digital services

🚫 To join the discussion, sign up. It's free!

  • About
  • Advertise
  • Help
  • Blog
  • Terms of Service
  • Privacy
  • Cookie Policy
  • Contact

© 2023 Govlaunch Inc.