A Hampshire council has been developing online systems so customers can access council services using the latest artificial intelligence (AI) technology.
New Forest District Council says the new system will benefit residents because it will make it easier for customers to get in touch with the council to find and access the right council service, including housing, bins and benefits.
The voice language software for the phone line is being adapted so it can recognise the natural way different people speak.
Councillors at a meeting of the resources and transformation overview and scrutiny panel on September 18, discussed the “customer and digital services” transformation programme.
The council is working with an AI-driven automation and customer engagement company, Netcall, for the new customer platform. Members were told the company is a market leader in this kind of customer technology.
Councillor Alex Wade (Lib Dem, Hythe Central) asked if the new customer software could deal with different demographics such as the elderly, young, those who are hard of hearing, or using different turns of phrase.
He added: “Can it deal with anyone asking any questions on bins or housing or whatever using different turns of phrase and go to the right place?”
The council officer said the language training for the AI system means that it can understand the natural language people use. There may be some misdirection, but it can recognise nearly 30 different words for waste.
The customer service areas being upgraded are regulatory services technology which has had a new upgraded system, the revenues and benefits system, the housing maintenance and repair system (MARS) and a new customer platform (CRM).