Making Contacting the Council Easy Again

by jontwigge on 15 July, 2018

I am passionate about restoring the Council’s communications – too many people struggle to reach the Council when they need them because the Council does not have the money or resources to run a large telephone contact centre any more.

Earlier this year I attended UCExpo in London which was all about Unified Communications – making sure that organisations can provide a great service across all contact systems from phone, email and online in a seamless way. If you want to see more see – https://www.ucexpo.co.uk for next years event.

We may be some time before we can actually see one of these systems in operation here in Stockport but it is great to see Council officers open to exploring these new opportunities.  The good news is that the first commercial systems with voice recognition are starting to appear and first impressions are that they will revolutionise the Councils capacity to interact with the public and I want to see Stockport as one of the first Council’s to use these systems.

My vision is that as well as anybody being able to easily ring the council again, modern systems will make sure the phone is answered quickly and simple questions will be answered immediately. The artificial intelligence systems can learn from everything on the website and answer questions on any of those subjects. Having many simple questions answered automatically frees up council staff to answer more complex questions when they are needed. These systems can even redirect people with access to the internet to the right web page they need if there is one.

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