The chatbot built in just two weeks for Redbridge Council over Christmas has helped reduce contact centre call volumes by 25%. At it’s peak on January 2nd the bot handled 185 unique sessions and over 1600 messages. You can read an article about it in the Ilford Recorder here.
Cabinet member for transformation and engagement, Councillor Helen Coomb said:
“We’re really keen to find new ways to engage with our residents and improve the customer experience. It’s clear the chatbot has proved a real hit with our residents, who have benefited from a simple, quick and clear route to the information they need.”
“Importantly, the reduction in the volume of calls to our contact centre following the launch of the bot has enabled customer service staff to concentrate on the more complex enquiries raised with us.”
“The project’s success has reinforced our belief that digital technology can improve the services we offer and we will now be looking to explore the potential of chatbots to help with our engagement.”