Our digital assistants
We use artificial intelligence (AI) to help improve how people find information and get support from us.
Our AI tools
- Our website 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 - find out more about data and privacy.
- 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 - find out more about data and privacy.
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.