Join ICS.AI in a focused webinar exploring Telford & Wrekin Council’s innovative use of artificial intelligence (AI) to revolutionise customer service and operational efficiency. We’ll cover the council’s digital advancements from the AI digital assistant “Ask Tom” to its recent evolution into phone-based AI telephony services.
Webinar Highlights:
- Digital Transformation: Learn about the Council’s journey from adopting webchat technology to deploying “Ask Tom,” an AI-powered digital assistant that dramatically improved customer service operations.
- Impact and Outcomes: See how “Ask Tom” has achieved impressive customer satisfaction rates above 99%, reduced waiting times, and handled over 25K enquiries, leading to significant operational efficiencies and cost savings.
- Voice AI Breakthrough: Explore the latest advancement with “Ask Tom Telephony”, which has managed 62K calls, deflecting 44% away from human advisors and enabled wider access to effective out-of-hours service.
- Insights from Gemma Hancox: Hear directly from Gemma, Customer Contact Group Manager at the Council as she discusses the challenges, successes and future roadmap of implementing AI into the contact centre.
- Live Demonstrations: See the capabilities of the ICS.AI SMART: AI platform in action.
- Future of AI in Public Services: Explore the broader implications of AI technologies in enhancing accessibility, reducing workload on human advisors, and the potential for scaling these solutions to other service areas.
Martin Neale
Founder and CEO ICS.AI
Andrew Smith
Chief Customer Officer ICS.AI
Gemma Hancox
Customer Contact Group Manager, Telford and Wrekin Council
