Microsoft Azure (Microsoft) Case Studies Efficient Customer Service through AI: Aberdeen City Council's Transformation

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	Efficient Customer Service through AI: Aberdeen City Council's Transformation Microsoft Azure (Microsoft)

Efficient Customer Service through AI: Aberdeen City Council's Transformation

Microsoft Azure (Microsoft)

Applicable Industries	Cities & Municipalities
Use Cases	Chatbots Smart City Operations
Challenge	Aberdeen City Council, a large government organization in the United Kingdom, was facing challenges in its digital transformation journey. The council was struggling to provide efficient and timely responses to the numerous queries from its 8,000 employees and 250,000 residents. The situation was further exacerbated by the Coronavirus pandemic, which forced many council services to cease overnight. The council needed a solution that could quickly adapt to the changing circumstances and continue to provide essential information and services to its employees and residents. Read More
About Customer	Aberdeen City Council is a large government organization based in Aberdeen, a thriving, cosmopolitan city in the northeast of Scotland. The council provides a wide range of information and services to its 8,000 employees and 250,000 residents. As part of its commitment to digital transformation, the council has been actively seeking innovative solutions to improve its service delivery and enhance the customer experience for its employees and residents. Read More
Solution	In response to these challenges, Aberdeen City Council collaborated with Microsoft Services to launch a chatbot named 'AB-1'. This chatbot was designed to respond to internal queries from employees and answer questions from citizens. It was capable of directing users to information on a range of topics, providing almost instant responses. The chatbot was also designed to have a bit of personality and could understand phrases from the local Doric dialect. During the pandemic, the council was able to quickly design new conversational flows for AB-1, enabling it to respond to the different types of questions that customers were suddenly asking. Read More Log in to view content
Contents

Applicable Industries

Cities & Municipalities

Use Cases

Chatbots

Smart City Operations

Challenge

Aberdeen City Council, a large government organization in the United Kingdom, was facing challenges in its digital transformation journey. The council was struggling to provide efficient and timely responses to the numerous queries from its 8,000 employees and 250,000 residents. The situation was further exacerbated by the Coronavirus pandemic, which forced many council services to cease overnight. The council needed a solution that could quickly adapt to the changing circumstances and continue to provide essential information and services to its employees and residents.

About Customer

Aberdeen City Council is a large government organization based in Aberdeen, a thriving, cosmopolitan city in the northeast of Scotland. The council provides a wide range of information and services to its 8,000 employees and 250,000 residents. As part of its commitment to digital transformation, the council has been actively seeking innovative solutions to improve its service delivery and enhance the customer experience for its employees and residents.

Solution

In response to these challenges, Aberdeen City Council collaborated with Microsoft Services to launch a chatbot named 'AB-1'. This chatbot was designed to respond to internal queries from employees and answer questions from citizens. It was capable of directing users to information on a range of topics, providing almost instant responses. The chatbot was also designed to have a bit of personality and could understand phrases from the local Doric dialect. During the pandemic, the council was able to quickly design new conversational flows for AB-1, enabling it to respond to the different types of questions that customers were suddenly asking.

Impact #1	The implementation of the AB-1 chatbot has significantly improved the council's ability to provide efficient and timely customer service. The chatbot has been well-received by citizens, who appreciate its ability to provide almost instant responses and its understanding of the local dialect. The council was also able to quickly adapt the chatbot's conversational flows in response to the Coronavirus pandemic, ensuring that it could continue to provide essential information and services during a challenging time. This has not only helped the council 'keep the lights on', but has also moved its digital transformation forward significantly.

Impact #1

The implementation of the AB-1 chatbot has significantly improved the council's ability to provide efficient and timely customer service. The chatbot has been well-received by citizens, who appreciate its ability to provide almost instant responses and its understanding of the local dialect. The council was also able to quickly adapt the chatbot's conversational flows in response to the Coronavirus pandemic, ensuring that it could continue to provide essential information and services during a challenging time. This has not only helped the council 'keep the lights on', but has also moved its digital transformation forward significantly.

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Overview

Efficient Customer Service through AI: Aberdeen City Council's Transformation

Operational Impact