Imagine a world where every query about local services is answered in seconds, city services are managed via a simple text, and long phone queues are a thing of the past.
by Joshua Reece
In this world, residents feel supported, and government employees deliver exceptional experiences to residents who need extra time and support without concern that they’re causing a bottleneck in the queue.
I’ve seen this world.
I have had the amazing opportunity to experience firsthand what happens when local authorities abandon status quo and embrace a more streamlined, supportive—and I’d argue friendly—way to administer community services.
I’m not alone in this.
Local authorities are increasingly turning to a specific type of AI-powered virtual assistant, a chatbot, to improve communication with residents and enhance service delivery across the UK.
These chatbots are capable of handling numerous tasks with ease and accuracy. They are transforming how councils interact with their communities.
I know many of you are curious but also hesitant to trust AI chatbots to interact with the public you serve. Today, I’d like to give you an insider view of these technologies at work.
The chatbot benefits I’m seeing for local governments
24/7 availability is finally possible.
It would be inhumane to expect your staff to work non-stop—never mind the fact that it’s not humanly possible.
Unlike human staff, chatbots are available round the clock.
I’ve seen residents get information about tax forms at 2 AM and raise queries about public service concerns at 4 in the morning. Day or night, chatbots can receive these residents' queries, provide information, and in many cases, solve immediate problems before the humans arrive the following morning.
Whether your goal is to innovate your way to improving recycling rates or encourage residents to adhere to park hours, chatbots are always ready to help.
Query handling efficiency with a smile
Chatbots handle multiple queries simultaneously, reducing wait times and improving user experience. They don’t tire or become overwhelmed, maintaining a cheerful demeanour with every interaction.
Now, the “with a smile” bit is an exaggeration, as I am not talking about replacing people with humanoid machines at your service desks. However, chatbots always sound friendly and helpful when communicating on the phone, by text, through messages, and other means.
We’ll leave the smiling to real people. It’s less creepy.
All jokes aside, during peak times, such as tax season or post-public events, chatbots efficiently manage the surge in demand, ensuring prompt and accurate responses.
They never stop learning
Modern chatbots are equipped with advanced AI and machine learning capabilities. They learn from each interaction, continuously improving their responses.
This ability to adapt and synthesise information from various sources makes them invaluable in providing accurate and personalised assistance.
Seeing the whole picture
Have you ever thought about the fact that every time someone hangs up the phone, leaves a queue, or abandons a website without fulfilling the reason for their interaction, you have missed an opportunity to learn who that person was or what their concern was?
As a result, many local governments are working with incomplete data. You may even make important policy decisions, unaware of these unheard concerns.
Chatbots gather valuable data from their interactions, helping councils understand residents’ needs and preferences.
This data-driven approach allows for more tailored services, ensuring solutions meet the specific needs of the community. By analysing trends from more comprehensive data, councils can anticipate issues and allocate resources more effectively.
Multilingual support
Lack of resources and language barriers lead to misunderstandings and additional hurdles you must overcome to serve a diverse community. Chatbots offer multilingual support, ensuring inclusivity. Language barriers no longer prevent residents from accessing vital information and services. This feature fosters a more connected and supportive community.
Improving employee morale and focus
With chatbots handling routine queries, human employees can focus on more complex issues, leading to a more fulfilling work environment.
As the saying goes, “there is no I in team,” but adding A.I. to your team allows humans to spend more time with residents who need additional assistance.
This shift from reactive to proactive service delivery enhances office morale and overall job satisfaction. It helps local service organisations recruit and retain more supportive and compassionate staff who help you meet local goals.
Embracing chatbots in the real world
Several local councils in the UK have already embraced chatbot technology with impressive results. For instance, Derby City Council uses AI-powered assistants to connect residents to city services effectively (GovLaunch, 2023).
Similarly, Tower Hamlets Council employs AI to gauge resident sentiment on social media, improving their service response (AI Chatbot Case Study).
A study by Botpress highlights the transformative potential of chatbots in local government, emphasising faster access to public data, real-time guidance, and reduced wait times. Implementing resident sentiment tracking and satisfaction surveys before and after introducing chatbots can help measure their impact.
AI Chatbots are not the future; they’re today
The transition to digital communication tools like chatbots is akin to the shift from snail mail to email—it’s a game-changer.
Residents today expect instant responses and seamless experiences. Chatbots meet these expectations head-on, providing clarity and simplicity in an increasingly complex digital landscape.
For local councils, adopting chatbot technology is not just a smart move; it’s essential. The future of communication lies in these AI-powered assistants, ensuring councils stay connected with their communities.
Now is the prime time to invest in chatbot technology, delivering modern, efficient, and responsive resident services. I encourage local governments to begin evaluating their technology budgets and thinking seriously about how making this investment now will enhance your community today and into the future.
Joshua Reece is a digital marketing consultant
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