Local authority implements Ami program
Stockport Metropolitan Borough Council has equipped its website with a chatbot designed to allow citizens to access information and services around the clock.
The tool, dubbed Ami, is powered by artificial intelligence and is designed to answer users’ questions and point them towards the appropriate service or information source. More complex queries will be automatically directed to a human customer service representative or, outside of office hours, users’ contact details will be taken and passed on.
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All pages on Stockport’s website now feature a pink circle in the bottom right, which can be clicked on to start a conversation with Ami. Users are advised that, to get the most out of the technology, they should clearly phrase their question or request and should, where possible, mention the service their query relates to.
Councillor Kate Butler, cabinet member for citizen focus and engagement, said: “The council is designing its services for a digital age through the eyes of its residents. Our residents are used to good online experiences elsewhere in their busy lives and it’s our responsibility to ensure that we are using the latest technology to meet these expectations. Going online is the easiest way to access many council services and now with the introduction of Ami it makes it even quicker to resolve any queries they may have.”