Local Government
- Deliver end-to-end automated customer service to residents
- Blend automated, assisted and live service
- Answer customer phone calls 24/7
Streamline processes and deliver exceptional customer service
Our Customer Service Automation Platform Assist-Me incorporates AI Assistants and speech assistants, which means that residents can access a full range of Local Authority services through webchat, messaging apps or voice calls. Non-technical users can create workflows that access your applications and data sources to replicate your best advisors and serve customers 24/7. Services you can automate include:
Council Tax
Change of address/circumstances, discount and exemption enquiries, refunds, pay your Council Tax, arrangements to pay, Council Tax charges
Housing
Rent payments, arrangements to pay, report repairs, check balances, make or cancel appointments
Environmental Services
Bin collection dates, missed collections, arrange collections, report fly-tipping, abandoned vehicles, Health & Safety, Trading Standards
Parking
Car park and parking space information, parking permits, parking ticket, illegal parking, disabled badges, fines, appeals
Revenue & Benefits
Report a change in circumstances, benefit applications, check claim status, discount application, Universal Credit
Planning
Planning applications, building regulation information, planning guidance, appeals, FAQs
General FAQs & Signposting
Answer common questions and provide links to more detailed information, digital portal, web pages, documents
Interactive Surveys
Request feedback and make it simple for customers to air their views whether positive or negative, one-click or detailed questionnaires
Extend Opening Hours
Offer customer service 24 hours a day, 7 days a week, 365 days a year by phone and messaging
Reduce Wait Times
Remove queues for customers and lower call volumes for your Customer Services team
Triage Calls
Triaging of monotonous and repetitive calls so advisors can focus on complex enquiries
Omnichannel Support
Automate customer journeys across messaging and speech on their device of choice
Back-end Application Integrations
Pre-integrated with most local government applications to identify customer, look-up information and update systems
Live Agent Handover
Seamlessly transfer to your contact centre if necessary, with all relevant information
Proactively Monitor Sentiment
Monitoring detects when customers are getting frustrated or need further assistance
Higher Engagement
Instantly serve your customer 24/7 and engage them in a conversation
Natural Human Conversation
Enable customers to self-serve using natural conversation, whether speaking or typing
Full Integration with back-end applications
Your AI Assistant gets increasingly intelligent the more of your data and applications that you connect it to. Integrate to all your knowledge sources to present personalised, relevant and up-to-date responses. Offer a seamless hand-off to your existing communication systems when required for a single joined-up experience.
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The converse360 Assist-Me platform is flexible and scalable, allowing you to deploy everything from a simple chatbot to a full Customer Service Automation solution that integrates with all your applications. The no-code portal makes designing the user interface quick and simple, and the FAQs and workflow templates get you up and running in a matter of days.
Find out how to quickly and easily can create an AI Assistant to service residents
Book a demo and see examples of voice and messaging that can: