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Case Studies
Enhancing Citizen Experiences with Chatbot Automation at Worcestershire County Council
Overview
Enhancing Citizen Experiences with Chatbot Automation at Worcestershire County CouncilNetcall |
Networks & Connectivity - 5G | |
Buildings Cement | |
Process Manufacturing | |
Building Automation & Control Chatbots | |
System Integration Training | |
Operational Impact
The implementation of the chatbot technology resulted in a 24/7 facility for citizens, freeing up more resources for telephony and administration. The council experienced a reduction in calls into the contact centre and web chat volumes in peak service areas. The chatbot service, such as the 'Here to Help' service, proved to be an effective communication method, especially during the pandemic. The council received positive feedback from citizen chatbot engagements, which also reduced pressure on agents. Looking ahead, the council plans to expand the chatbot's transactional capabilities to their HR, finance and property functions using a 3-phase approach, aiming to improve customer experience and use the full potential of the chatbot to deflect internal contact for the support services on offer. | |
Quantitative Benefit
Call-abandon rate reduced to low single figures from as high as 30-40% | |
Web chat volumes reduced from 737 to 75 in one year | |
Chatbot volumes increased to over 4,000 per month | |