West Northamptonshire Council: AI for customer service automation and transformation

AI for customer service automation and transformation

18th September 2024

9:30am - 2:00pm

West Northamptonshire Council homepage

Join us at our next Jadu Connect Day in collaboration with West Northamptonshire Council this September!

Join peers and industry leaders for a free half-day conference in Northampton.

West Northamptonshire Council will take you on the journey of how they are using artificial intelligence (AI), automation and digital transformation to power and enable innovative, automated and integrated digital services.

The council will share their experiences and insights into how they re-designed public services, including leveraging AI for customer automation resulting in saving over £500,000 in 3 years in handling and processing costs.


WNC is now evolving AI automation to leverage generative AI and LLMs (Large Language Models) to support and improve Special Educational Needs and Disabilities (SEND) processes. The council in collaboration with Jadu, is embarking on an ambitious pilot programme which aims to address critical service challenges within council services, focusing firstly on the Education Health & Care Plan (EHCP) assessment request process, however the common patterns, configurations and workflows can be applied to any service.
 

What you'll learn

Prepare for interactive sessions, invaluable learnings and LIVE demonstrations that will showcase the council's approach to:

  • Addressing Critical Service Challenges with AI: WNC is collaborating with Jadu to address critical service challenges within council services. The council will discuss a new priority program which focuses on the Education, Health, and Care Plan assessment process, which is using AI to reduce backlogs.
  • Headless Complaints Service: Explore a streamlined, comprehensive complaints workflow. Efficient management of complaint handling and case assignments ensures accountability and timely resolutions at the council within a 10-day working process.
  • WNC App & Report It: Learn how this powerful app helps users find local events and services, receive important communications, and report issues to the council, improving community interaction and service response times.
  • Chatbots & Case Management in Jadu Connect: Dive into the world of chatbots and case management. Using chatbots and automation helps to improve efficiencies and responsiveness by streamlining customer interactions through real-time conversations with agents.
  • Alexa Smart Skills Integration: Unlock the potential and power of integrating Alexa Smart Skills. The council will demonstrate how they provide hands-free, voice-activated services to elevate the digital customer experience with cutting-edge voice technology.
  • Rate This Page Feature: Get an inside look into WNC’s new feature. This feature enables customers to provide real-time feedback on website pages, sending direct emails to the team. This helps to gather valuable insights to improve the user experience.

Meet the speakers

  • Kevin White, Software Engineer Manager
  • Luiza Morris Warren, Head of Customer Services
  • Megan Crowthers, Digital Project Lead
  • Brody Carter, Digital Content & Improvement Officer
  • Lucy Cox, Digital BA
  • Richard Beards, Head of Innovation
  • Katie Brown, Head of CS Complaints
  • Sarah Corcoran, NPH Complaints
  • Vanessa Kelly, Waste Service & Projects Manager

Who should attend?

  • CIO/CEO/COOs
  • Senior Leaders and Service Heads
  • Customer Service Managers
  • Digital and Transformation Managers
Picture of the outside of Vulcan Works

The details

Date: Wednesday 18th September 2024

Time: 09:00 -14:00

Address:
Vulcan Works
34-38 Guildhall Rd
Northampton
NN1 1EW

Register now