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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified the three keys to success for local government contact centres:
- Reduce future demand for the live voice channel
- Improve self-service and digital channels
- Reduce unnecessary time within calls.
This report quantifies the challenges that local government contact centres are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of citizen service.
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In this Report
How Can AI Cut Call Lengths?
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Reducing Demand for the Live Voice Channel
- Using AI to understand why customers are calling and if an alternative is appropriate
- Serving vulnerable customers more effectively
- Analysing failure demand and fixing processes driving call volumes
- Using proactive outbound customer service to dampen demand
- Reducing customer effort in self-service channels
Reduce Calls & Increase Self-Service
- Customer channel use and preference
- Why do citizens move from self-service to live telephony?
- Improving chatbots & voicebots
- Increase first-contact resolution rates
- Current & future use of AI in Local Government contact centres
