Hillingdon Council has implemented an AI-powered customer service platform, designed to transform how residents interact with council services.

ICS.AI’s SMART: Customer Service Copilot will handle resident enquiries, provide self-service options, and free up council staff to focus on complex issues.

The voice assistant, which is based on Microsoft technology, 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.

Cllr Martin Goddard, Hillingdon Council’s Cabinet Member for Finance and Transformation, said: “Reshaping our customer and 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”.

“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.”