Enfield Council deploys Amelia as their virtual contact centre agent to boost local services
IPsoft have announced that Amelia, its technology platform, will be deployed to work within Enfield Council in a ground-breaking program to improve local service delivery across the North London borough.
Amelia is a virtual contact centre agent. Capable of analyzing natural language, she understands context, applies logic, learns, resolves problems and even senses emotions. She will be put to work within the Council later this year, with services due to be in operation from the autumn.
Amelia has the capabilities to make it easier for residents to locate information and complete standard applications as well as simplify some of the council’s internal processes. For example, the council is evaluating Amelia’s inclusion on the website to help guide people quickly to the correct information, employing Amelia to provide self-certification for planning and making it possible to authenticate applications for permits and licenses.
The partnership represents the first role for Amelia in a public sector organization, and a significant milestone for Enfield Council in its overall digital strategy.
Frank Lansink, CEO EU at IPsoft, commented:
“Public organizations around the world, and particularly in the UK, are under considerable pressure to deliver more with less. The consumer digital revolution has opened up interesting new service delivery routes for public bodies, but has also placed high expectations on them, as citizens desire a seamless digital customer experience.
“With the rise of powerful cognitive platforms such as Amelia, government organizations have an opportunity to completely reimagine how frontline public services are delivered. Organizations can not only unlock significant cost efficiencies as routine, high-volume tasks are automated, but, more excitingly, can unlock the full creative potential of their people.
“We’re delighted to be working with Enfield Council on this trailblazing program.”
Rob Leak, Chief Executive of Enfield Council, commented:
“This is a very exciting opportunity to deliver better services to residents, without increasing costs.”
James Rolfe, Enfield Council’s Director of Finance, Resources & Customer Services said:
“Our approach to transformation embraces digital technology to find completely new ways of supporting residents, which, in turn, frees up valuable resources for reinvestment in front line services. Deploying IPsoft’s world-leading artificial intelligence is another major milestone in this journey.”
For additional information visit the IPsoft Website