Westminster Council first local authority to introduce AI support in contact centre
Westminster City Council has introduced new AI-powered software in its contact centre to make it easier than ever for residents, businesses, and visitors to get in touch.
The new innovative platform has been developed in partnership with Microsoft and TTEC Digital. It’s been designed to deliver faster, more accessible, and personalised support across a wide range of digital channels, including WhatsApp and webchat, as well as email and phone calls.
This smarter system will help our contact centre staff respond to questions faster and more smoothly. It provides improved call handling, better data insights, and a smoother experience for residents. People who want to get in touch will still always be able to speak directly to a member of the contact centre staff if they want to.
User research and engagement with residents have helped shape the new system, ensuring it meets their needs and preferences.
The AI-powered chatbot works by using information from Westminster City Council’s website to answer the user’s query accurately.
The new technology also enables the council to save an estimated £500,000 a year by resolving queries from residents and businesses more efficiently.
Key benefits:
– More ways to get in touch: You can contact the council via WhatsApp, webchat, email or phone. You can also log issues on our Report It website at westminster.gov.uk/report-it
– Faster support: AI-powered bots handle simple queries instantly, with a smooth handover to customer centre staff when needed.
– 24/7 accessibility: Digital channels improve flexibility, helping users reach out when it suits them.
– Personalised experience: Connects people with the right team more efficiently.
– Inclusive service: Our staff remain available for complex queries and those who don’t have access to a smartphone or a computer, or prefer to speak to a person can get in touch.
Cllr Cara Sanquest, Cabinet Member for Communities at Westminster City Council, said:
“We’ve listened to feedback from residents and staff, and we’re proud to launch a new contact centre platform that puts accessibility, speed, and choice first. We handle over half a million enquiries each year, and while calls were answered in under 50 seconds on average last year, we’re aiming to do even better.
“This upgrade reflects our vision: ‘digital where possible, human where it matters.’ It ensures our teams are available to support residents who are digitally excluded or have more complex needs.
“Whether you’re seeking help, services, or information, our staff are now better equipped to respond with efficiency and empathy. We’re the first council in the country to use the platform to this extent. It’s another way we’re using advanced technology to support residents and businesses across Westminster and ensure we continue to lead the way in the digital transformation of local government.”
Andy Elsmore, Head of Microsoft for TTEC Digital, EMEA, said:
“TTEC Digital proudly partnered with Westminster City Council to successfully launch their Microsoft Dynamics 365 Contact Centre platform. This AI-enabled omnichannel solution revolutionises resident services, allowing seamless interaction via WhatsApp, phone, email, and web channels with reduced wait times and enhanced response quality, creating a more accessible, responsive, and citizen-focused Westminster.”
The council has been shortlisted for two awards in the 2025 National AI Awards, including the AI Award for Government and Public Sector, and AI Product of the Year for Report It. The awards recognise the advancements in the use of AI to deliver real impact for citizens, communities and the public good, and the winners will be announced in October.
You can use the new channels or contact Westminster Council by Clicking Here
