After a pilot of the chatbot tool within the revenues and benefits service at Preston City Council they are now considering a wider usage across the authority.
The Town Hall is set to see further usage of the chatbot for answering queries from the public Pic: Tony Worrall
The chatbot is an evolution of that software, but cabinet members were told that the benefit to the authority and residents remains the same in that it frees up advisors to speak to those callers who need additional support as a result of their query being more complicated or sensitive – such as dealing with council tax arrears or reporting a bereavement.
Chatbots are becoming more popular across the public sector. The trust that runs the Royal Preston and Chorley and South Ribble hospitals has been using the technology to help manage long waiting lists by getting the bot to call patients and ask them a series of questions about their condition. The answers help medics to determine whether they need to be moved up the queue or no longer need treatment at all.
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