Public Sector attendees only

Chatbots in Local Government free up staff to deal with the more complex queries, or those which require a human touch.

Many local authorities have now adopted chatbots that act as virtual assistants, answering frequently asked questions from the community 24 hours a day, 7 days a week and meeting the customer service expectations that have been set my the likes of Amazon & Google.

Chatbots are already answering questions such as

What do I put in the brown waste bin?
What childcare options are available in my area?
How do I report ASB in the park?

Councils have the knowledge base to power a chatbot capable of answering even the most obscure of queries. This is because they know:

* why people call
* which services are most commonly called
* how to respond to questions and/or how to direct them to services

This session will look at:

* which Local Authority service areas have benefited from a chatbot implementation/strategy
* the different chatbots technologies available
* AI-driven chatbots


AGENDA

10:00am – 10:05am Welcome + housekeeping

10:05am – 10:20am Attendee introductions

10:20am – 10:50pm Argyll & Bute: Our Automated Customer Service Journey – Webchat, Chatbots & Virtual Assistants
Lorne MacBrayne, Digital Engagement Services Manager, Argyll & Bute Council

10:50pm – 11:10pm Open Screen Q&A + Discussion

11:10am – 11:40am Empowering Citizens & Teams: how conversational AI drives efficiencies & more effective service delivery
Paul Shepherd, Founder, We Build Bots 

11:40am -12:oopm Open Screen Q&A + Discussion

12:00pm – 12:30pm Breakout Session: what is the Art of the Possible with Chatbot/AI automation in Local Gov?

12:30pm – 12:45pm Breakout retrospective, summary & close

 

 

Public Sector attendees only