Hillingdon Council has partnered with ICS.AI to implement a new AI-powered customer service platform for residents interacting with council services.
ICS.AI’s SMART: Customer Service Copilot is an AI-powered digital assistant accessible, via both web and phone, that is specifically trained for local government applications. The company said the tool will handle resident enquiries, provide self-service options, and free up council staff to focus on complex issues.
The objective of the project is to transform and redesign services, making a difference to people’s lives, rather than focusing purely on cost savings, it added.
“Reshaping our customerand staff processes, with ICS AI as an enabler, will help us continue to put our residents first and achieve our Digital Strategy vision to improve the way the council delivers services to residents by utilising technology,” said Cllr Martin Goddard, Hillingdon Council’s cabinet member for finance and transformation.
“By adopting customer-focused technology, we will enable our residents to access the services they need quickly and at their own convenience, whilst also delivering more efficient and effective processes for council staff.”
The Microsoft-based voice assistant will integrate with the council’s existing telephony solution, providing a voice-based conversational interface for residents. The web assistant’s conversational interface will be embedded within the council’s public website, providing knowledge-based articles and processes for self-service.
Alongside answering enquiries – including waste management, parking permits, and housing enquiries – the voice assistant features SMS functionality that delivers additional information to residents via text message.
The assistant is a 24 hour service in multiple languages, which the council hopes will reduce wait times, and provide faster query resolution. It provides non-English native speakers with the ability to liaise directly with the council, rather than relying on family members or translators for support. For the council, it will help to boost productivity across council departments, saving both time and money.
“We are proud to support Hillingdon Council on this journey to revolutionise resident services and become a nationwide example for re-thinking the way local councils do things. Our collaboration reflects a shared commitment to delivering accessible, efficient, and customer-focused solutions, providing residents with faster, more convenient access to council services, while empowering staff to focus on high-value tasks,” said ICS.AI CEO, Martin Neale.
This is the first step in a wider AI Transformation Programme where Hillingdon Council is assessing council-wide AI use cases. Hillingdon and ICS.AI plan to expand their partnership to implement AI solutions across key service areas, including Adult Social Care, Children’s Services, Customer Services, and Income Management.
