How AI is Transforming Customer Experiences in Local Government with Somerset Council

Watch this podcast hosted by Mark Blanchard of GovNews, featuring David Hawken from Somerset Council and Keith Fulford from Genesys to hear how Somerset has unified five separate council and contact centre organisations and ended customer confusion and frustration.

Somerset now uses nine ultra-efficient digital assistants, revolutionising the citizen experience.

Hear about:

• How long, confusing IVR menus have been replaced —getting customers to the right department in 90 seconds rather than 3 minutes
• Ethical considerations around the use of generative AI
• How queries to the contact centre were cut by 20% through the use of a bot
• Reduced agent handling time using bot transcripts
• Removing the slow, manual processes of changing voice messaging using a staff members voice by moving to a Text to Speech messaging process
• How to blend AI and human interaction seamlessly

Our associated whitepaper ‘Talking to the Machine’ addresses how AI solutions can easily be adopted to streamline services and improve customer experience. Read the whitepaper here.