Council Tax ChatBot2019-06-03T13:53:01+01:00

Council Tax Chatbot

Many Local Authorities struggle to process the large number of council tax enquiries received during peak call periods.

The majority of these interactions focus on recurring issues, such as discount and exemption enquiries, refund requests, the communication of general council tax information, and payment processes. Whilst important, these types of routine enquiries are relatively simple and all Local Authorities would benefit from automating the process.

Council Tax Chatbots

Many Local Authorities struggle to process the large number of council tax enquiries received during peak call periods.

The majority of these interactions focus on recurring issues, such as discount and exemption enquiries, refund requests, the communication of general council tax information, and payment processes. Whilst important, these types of routine enquiries are relatively simple and all Local Authorities would benefit from automating the process.

Chatbot Solutions

Currently, high volume enquiries consume a considerable amount of human agents’ time, effort and energies. This has three principal consequences. First and foremost, it results in long call wait times as agents struggle to process enquiries quickly enough. Second, users abandon calls in high numbers and often resort to less efficient channels, including walk-ins and post. Finally, it takes human agents away from the complex work from which the majority of their value is derived.

The Inform Council Tax Chatbot is tailored to meet the specific needs of your organisation. Capable of responding to 100% of enquiries instantly, on a 24/7/365 basis, it reduces the burden on human agents and directs users to the appropriate online forms, payment channels, and self-serve options. This has the effect of cutting costs and improving the customer experience.

However, our Council Tax chatbot is not just a means of reducing expenditure by automating interactions with customers – it also has an important role to play in maximising the potential of the human resources at your disposal. By moving large quantities of interactions outside of office hours and reducing the number of routine enquiries handled by human agents, your workforce can focus on those tasks worthy of their abilities.

Inform’s Council Tax Chatbot

  • 24/7/365 customer service. Move from “office-hours only” to a responsive customer service model that meets the needs of your users and allows them to resolve enquiries as and when they want.

  • Available across digital platforms. Whether your users are contacting you via email, social media, automated telephony or your website, ensure your chatbot is available to handle all enquiries, reducing both call volume and average wait time.

  • Latest AI technologies allow the Council Tax Chatbot to process a wide variety of high-volume enquiries, pushing users away from traditional telephony and directing them towards powerful self-serve options.

  • Understand your users through improved analytics. Better understand what your users want from your services. With Inform’s analytics module, you’ll be provided with a unique insight into how to meet their needs and how your chatbot is performing.

  • Free-up human agents by using chatbot technology to automate high-volume enquiries. Empower your skilled workforce to focus on complex enquiries that are deserving of their time or that require a human touch.

  • Crush wait times and ensure your customers aren’t left hanging on the telephone. Chatbots are able to process multiple enquiries simultaneously, so customers never have to wait for a response.

  • Pre-empt future demand. More than 2.5 billion people use messaging services on a daily basis. This figure will only grow in the coming years. Get ahead of the curve and future-proof your customer service provision with chatbot deployment.
  • Increase satisfaction, decrease costs. Chatbots allow you to do more with less. By automating routine enquiries, you cut costs and waiting times. That means less waiting, lower abandonment rates, and decreased spending.
  • Provide a more holistic customer experience. Integrating chatbots into an omnichannel system means every interaction improves your understanding of the customer and informs all future interactions, across every channel.
  • Omnichannel integration ensures your chatbot works alongside SMS, IVR, payment gateways, online forms, and web channels.

Inform’s Council Tax Chatbot

  • 24/7/365 customer service. Move from “office-hours only” to a responsive customer service model that meets the needs of your users and allows them to resolve enquiries as and when they want.

  • Available across digital platforms. Whether your users are contacting you via email, social media, automated telephony or your website, ensure your chatbot is available to handle all enquiries, reducing both call volume and average wait time.

  • Latest AI technologies allow the Council Tax Chatbot to process a wide variety of high-volume enquiries, pushing users away from traditional telephony and directing them towards powerful self-serve options.

  • Understand your users through improved analytics. Better understand what your users want from your services. With Inform’s analytics module, you’ll be provided with a unique insight into how to meet their needs and how your chatbot is performing.

  • Free-up human agents by using chatbot technology to automate high-volume enquiries. Empower your skilled workforce to focus on complex enquiries that are deserving of their time or that require a human touch.

  • Crush wait times and ensure your customers aren’t left hanging on the telephone. Chatbots are able to process multiple enquiries simultaneously, so customers never have to wait for a response.

  • Pre-empt future demand. More than 2.5 billion people use messaging services on a daily basis. This figure will only grow in the coming years. Get ahead of the curve and future-proof your customer service provision with chatbot deployment.
  • Increase satisfaction, decrease costs. Chatbots allow you to do more with less. By automating routine enquiries, you cut costs and waiting times. That means less waiting, lower abandonment rates, and decreased spending.
  • Provide a more holistic customer experience. Integrating chatbots into an omnichannel system means every interaction improves your understanding of the customer and informs all future interactions, across every channel.
  • Omnichannel integration ensures your chatbot works alongside SMS, IVR, payment gateways, online forms, and web channels.

“Along with automated Telephony, we believe Chatbots represent a crucial step in improving customer service access and delivery 24/7. State of the art technology, combined with the knowledge base we’ve built up here at Inform over 30 years, enable your customers to quickly and easily find what they need – no matter where they are or what device they use.” Julian Mead, Client Services Director

Contact us for a Chatbot demo

How Does It Work?

Chatbots utilise the latest AI technologies to provide organisations and their customers with a 24/7/365 contact channel. Interacting with customers in a way that imitates human conversation, they provide information or actionable responses wherever possible. If the chatbot isn’t able to provide an answer, it routes the enquiry to an alternative channel or human agent.

Installation

Our Council Tax Chatbot is a cloud-hosted technology that empowers us to adapt and improve the service by making changes both remotely and at short notice. This ensures that your chatbot remains responsive to any and all emerging issues faced by Local Authorities in the future.

Setup

The length of the design, build, and integration process varies depending on the size and complexity of the project but typically takes 8-10 weeks. At Inform, we’ve spent more than 30-years developing innovative customer service solutions, so we have the extensive knowledge base and experience required to guarantee a problem-free setup every time.

Data and Reporting

Chatbots are quickly becoming one of the most important analytics tools available to Local Authorities. As user behaviour shifts and we see greater adoption of digital technology, understanding how services can be adapted and improved becomes a key issue. Our analytics module provides you with real-time data that offers unprecedented insight into user habits.

Contact us now for a demo and to find out more
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What our clients say

“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”

“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”

“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”

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