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Artificial Intelligence 'Chatbot' Answering Telford Council Queries #contactcenterworld The authority has launched 'Tom', a bot that can handle customer queries 24 hours a day, seven days a week, through the council website. Councillor Richard Overton, cabinet member for enforcement, community safety and customer services, said: "With Tom, our chatbot, we have put this council at the cutting edge for the use of artificial intelligence, using the latest chatbot technology to provide information that local people can access through our website at any time of the day or night. "Tom, is part of our wider campaign to encourage customers to engage with us through online technology rather than by phoning us in the first instance. It also means they don’t have to wait until our offices are open – Tom is available 24/7. "By using technology to handle relatively simple queries, we enable our staff to concentrate on more important issues, meaning we can help more people, more rapidly. It makes us more efficient and more effective for our residents. "We are carefully assessing how our chatbot performs and have been delighted at its efficiency scores so far. It is performing extremely well." More people using Tom means that council staff will be more readily available during peak times. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, May 13, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |