AI-infused chatbot SOBOT has seen 90 per cent success rate in answering citizens questions
Elly Yates-Roberts |
Microsoft partner ICS.AI is helping Southampton City Council deliver better public services through an artificial intelligence-infused chatbot. The joint solution, SOBOT, has seen a 90 per cent success rate in answering citizens’ questions.
The city recently set out plans to improve its public services and employed the services of ICS.AI to enhance communication between the council and residents. The chatbot is ICS.AI’s second-generation citizen digital assistant trained with data from 40,000 citizen questions, which CEO of ICS.AI Martin Neale believes “is a big part of why it is so successful”.
“The council’s vision for the next five years sets the gold standard for delivering 21st century public services: sustainable, inclusive and customer-focused,” said James Marshall, head of customer and communications at Southampton City Council. “The 90 per cent success rate of SOBOT in answering citizens questions supports this approach. SOBOT is clearly going down well with its users, with less than two per cent requesting to be transferred to a human agent.”
Find out more about how ICS.AI can help local councils at its free webinar.