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.

This webinar will show you 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:

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?

Join us to understand the operational reality, demystify the technology, and see how this approach could work for your authority.

Who Should Attend:

Directors of Customer Services
Heads of Digital Transformation
Contact Centre Managers
Finance Directors exploring efficiency opportunities
Chief Executives considering AI strategy