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Enfield council to deploy customer service robot

The London Borough of Enfield is starting to use a software robot, known as Amelia, to process citizen requests

The London Borough of Enfield is using a software robot to provide customer services so it can redirect resources.

The north London council is using the artificial intelligence platform from IPSoft, known as Amelia, which was launched in 2014.

The platform has an understanding of the semantics of language and can learn to solve business process queries like a human. It can read 300 pages in 30 seconds and learn through experience by observing the interactions between human agents and customers. 

Enfield will use IPSoft’s Amelia on its website to help guide people quickly to the correct information, and it will help citizens provide self-certification for planning, support licence applications and provide council employee services.

Rob Leak, CEO at Enfield Council, said: “It is an opportunity to deliver better services to residents, without increasing costs.”

Tim Kidd, head of digital delivery at London Borough of Enfield, said the system will support staff in helping citizens by automating many requests and it will also mean the council services are available outside office hours.

He added that the platform will free up staff from repetitive staff and enable them to offer more valuable support to citizens.

Amelia’s implementation in Enfield is the first time it has been used by a public sector organisation. Artificial intelligence such as IPSoft’s Amelia could give councils an opportunity to keep service levels up at a lower cost amid these budget cuts.

Frank Lansink, European CEO at IPsoft, said: “Public organisations around the world, particularly in the UK, are under considerable pressure to deliver more with less.

“The consumer digital revolution has opened up interesting new service delivery routes for public bodies, but has also placed high expectations on them, as citizens desire a seamless digital customer experience.

“With the rise of powerful cognitive platforms such as Amelia, government organisations have an opportunity to completely reimagine how frontline public services are delivered.”

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