CWC21196 - ChatBot AI

Wolverhampton Council City (CWC) have identified two Artificial Intelligence (AI) use cases that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction. The first phase of this IT Project will be delivered in workstreams, covering both launch of the Citizen Assistant and Microsoft Dynamics integration. There is also a need for enterprise viability configuration and deployment into the Council’s Azure Cloud. This will also provide the much-needed Chatbot structure to expand the services to other areas like ICT, Hub, HR and Revs and Bens in future. Wolverhampton City Council has a website offering limited digital services (i.e., fly tip visit and bulky waste) with no facilities for web chat or chat bot. This leads to high level of phone calls for general queries to Customer Services and other departments during office hours but also generates an email backlog of queries posted overnight. To address this issue and offer an improved and more affordable Digital Services to our citizens, Digital would like to invest in an Artificial Intelligence and Cognitive services framework so we not only offer better digital services but also can offer those services 24/7 with no human intervention. The framework will also work as an addon for our current Customer Relationship system, Microsoft Dynamics 365. It will help us leverage on our current investment in Dynamics. This project will build the foundation which will deliver 70+ Report IT type Dynamics services along with Robotic Process Engineering via the Chatbot. It will help the citizens to consume all services via a single and consistent Chatbot channel. Phase 2 will deliver on all services and possible extend the use of bots to other service areas like HR, Hub, Revs and Bens etc. with additional license costs.