Author: Henry Jinman is Commercial Director of EBI.AI
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer.
Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. First-line agents’ resolution rates for such calls vary significantly from 98% for waste and recycling to only 33% for revenues and benefits [i]. At a time when local government organisations face even greater pressure to deliver fast, efficient services within limited budgets, it is revealing to learn just how much it costs to handle these enquiries. For example, at one organisation in the West Midlands, the average cost-per-serve for face-to-face meetings with residents is £6.90, for telephone interactions it is £4.02 and amazingly, it costs only 15p for web self-service.[ii]
These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. In fact, by implementing the latest self-service options such as chatbots and AI assistants, local governments can expect to see deflection rates between 30% and 70%
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AI to the rescue in 7 ways
So what’s behind the science and can innovations in Artificial Intelligence really hold the key to giving communities exactly what they want while allowing local governments to minimise the burden on the public purse?
Here are 7 reasons why the latest conversational AI solutions can help innovate customer service functions in local government:
AI solutions can help create cost-effective, connected councils – dealing with out-of-hours enquiries from residents can present opportunities for instant ROI. If local councils pool their AI resources, even greater savings and ROI can be achieved. Report findings also predict huge economies of scale. For example, if 20 councils collaborated on a chatbot or AI assistant the estimated savings across all 20 councils would be £2.2m
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Published: Monday, August 24, 2020
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