Breckland Council Voice Automation Case Study

This case study details the implementation of voice automation solutions by Breckland Council, a local government authority in the UK. The council aimed to enhance customer service by automating general call inquiries through the integration of voicebots powered by AudioCodes VoiceAI Connect. The objectives included providing residents with easy access to information via a reliable voice automated system, catering especially to those who prefer voice interactions. The solution involved the deployment of Ubisend's bot framework, which allowed for seamless integration with existing contact center systems. The voicebots were designed to handle 15-20% of initial calls, thereby reducing the workload on contact center agents and improving overall customer experience. The successful collaboration among Breckland Council, AudioCodes, and Ubisend resulted in a project that not only streamlined operations but also led to improved customer satisfaction and a rapid return on investment. Future plans include scaling the solution to accommodate more channels and services.