AI support introduced by Westminster
Westminster Council is the first local authority to introduce AI support in its contact centre. The borough has introduced the AI support to “make it easier than ever for residents, businesses, and visitors to get in touch.”
The new “innovative platform” was developed in partnership with Microsoft and TTEC Digital, having been designed to “deliver faster, more accessible, and personalised support across a wide range of digital channels, including WhatsApp and webchat, as well as email and phone calls.”
The AI support system, the council says, will help its contact centre staff respond to queries “faster and more smoothly,” it said, providing “improved call handling, better data insights, and a smoother experience for residents.”
Those who want to get in touch will still be able to speak directly to a staff member if they prefer.
The system has been shaped with “user research and engagement with residents” to ensure it “meets their needs and preferences.” The chatbot works by using information from Westminster City Council’s website to answer the user’s query “accurately.”
The technology will save the council an estimated £500,000 annually by resolving queries from residents and businesses “more efficiently.”
Those who encounter problems will be able to log issues on the Report It website.
Westminster has been shortlisted for two awards at the 2025 National AI Awards, including an AI Award for Government and Public Sector, and AI Product of the Year for its Report It site.
You can use the new channels or contact Westminster Council on its website.
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