GenAI Customer Service “Front Door”: From Pilot to Proven Practice
The early uncertainty around Generative AI has given way to operational reality. With over 20 UK councils now live, ICS.AI’s SMART: GenAI Customer Service Platform has moved from innovation to established practice – providing a GenAI “front door” into council services. The results are compelling.
Councils including Derby, Renfrewshire, and Telford & Wrekin are achieving up to 56% contact deflection, measurable first-contact resolution gains, and savings exceeding £1 million annually – all while improving resident satisfaction, accessibility and 24/7 service delivery.
Watch how GenAI-powered front doors are transforming local government customer access – from simple enquiries handling everything from straightforward enquiries to complex pathways in adult social care, benefits, and housing.
What you’ll learn about:
- Real-world outcomes from Derby, Renfrewshire, Telford & Wrekin and other live councils
- How the technology handles complex, multi-stage enquiries, not just simple FAQs
- The governance and safety frameworks that enabling compliant deployment
- The future of customer service with Agentic AI for customer service
- How to calculate the business case for adopting a GenAI Front Door in your authority
- This isn’t about future potential – it’s about proven technology delivering measurable savings and service improvements today.
With ICS.AI supporting over 60% of all UK councils deploying AI front doors, the question is no longer if this will happen, but what’s the cost of waiting?
Watch to understand the operational reality, demystify the technology, and see how this approach could work for your authority.