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Case study · Local authorities and public administration
A local authority’s citizens’ service centre, serving a town with a population of around 15,000
Starting point
Frequently asked questions about opening hours, appointments and forms kept the reception staff busy.
Approach & solution
A GDPR-compliant AI chatbot on the local authority’s website answers standard queries and, where necessary, directs users to the relevant department.
Outcome
During the day, the reception team tends to deal with more complex issues rather than repeat enquiries.
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