Leverage AI to Improve Customer Service and Engagement Without Risking Your Reputation
A Talk by Louise Barker (Head of Community Engagement, Hello Lamp Post)
About this Talk
The role of AI in public engagement and services:
- Public sector organisations are under increasing pressure to engage citizens effectively
- Traditional methods can be inefficient, resource-heavy and often fail to meet the needs of diverse communities
- Customer service teams are overwhelmed with routine enquiries, which takes their focus away from more urgent matters
- The lack of real-time data makes resource allocation and decision-making difficult
How AI overcomes these challenges:
- 24/7, on-location assistance
- Provide instant guidance and support in any public space
- Scalability and efficiency
- AI can handle multiple queries at once, freeing up staff time
- Inclusivity and accessibility - no app required, available in 100+ languages
- Data-driven decision-making
- Unlock real-time insights to improve public services
Key takeaways:
- How to gatekeep AI-powered content to ensure accurate responses and protect reputations by eliminating the risk of misinformation
- How AI supports customer service teams and improves operational efficiency
- Impact of AI engagement tools with success stories from Hello Lamp Post’s work with the Environment Agency (Flood Resilience), Dundee City Council (Waste Management) and Surrey County Council (Citizen Wellbeing)
- A look at the current and future role of AI in reshaping public sector services