Implementation of AI Voicebot for Municipal Services

This document is a technical report detailing the implementation of an AI voicebot by ICS.AI to enhance the efficiency of municipal services in England. The voicebot is designed to handle routine queries, thereby alleviating the workload of human call center agents. The report outlines the challenges faced by local councils in managing a high volume of calls, with 60% of interactions still occurring via phone. It describes the integration of the voicebot with existing contact center solutions and emphasizes the importance of a seamless user experience. The voicebot is trained to answer specific questions about council services and is expected to improve response times and customer satisfaction. The report also highlights the collaboration between ICS.AI and NTT to ensure effective deployment and operation of the voicebot, which is capable of handling multiple calls simultaneously. The outcomes indicate a reduction in pressure on human agents and an increase in the availability of information for constituents.