Our digital assistant
We use artificial intelligence (AI) to help improve how people find information and get support from us.
Our AI tools
- Our digital assistant in our search engine: provides AI-crafted summaries and suggestions based on information from our own web pages. If a customer doesn't like the response/doesn't find what they need, they can choose to use our Google search.
- Our digital assistant in customer contact channels (phone, live chat and WhatsApp): understands what people are asking and matches their query to the most suitable pre-written response from our customer services team. If a customer doesn't like the response/doesn't hear/read what they need, they can choose to speak to our customer services team.
Our AI system for live chat, WhatsApp and telephony stores the information a customer tells/enters into it for 30 days, after which it is automatically deleted. It also passes back information a customer tells it to our supporting back office systems which handle it differently, depending on how we serve you - find out more.
Our AI search engine does not store data beyond the search interaction.
AI helps us provide faster and clearer information, but it does not make decisions about services, applications, or eligibility.
All decisions that affect people are made by council staff.
We regularly review how our AI tools are used to make sure they remain accurate, fair, and in line with our data protection and accessibility standards.