Environmental Services ChatBot2020-10-15T18:16:25+01:00

Environmental Services Chatbot

With a disproportionate amount of time and energy spent on handling repetitive bin collection enquiries, stolen or damaged bin notifications, and fly-tipping reports, all Local Authorities would benefit from the introduction of digital automation technologies.

As contact centres are often stretched to breaking point during peak periods, long wait times and high call abandonment rates have become the norm, drastically reducing the quality of the customer experience.

Environmental Services Chatbot

With a disproportionate amount of time and energy spent on handling repetitive bin collection enquiries, stolen or damaged bin notifications, and fly-tipping reports, all Local Authorities would benefit from the introduction of digital automation technologies.

As contact centres are often stretched to breaking point during peak periods, long wait times and high call abandonment rates have become the norm, drastically reducing the quality of the customer experience.

Chatbot Solutions

Frustrated by their interactions, many customers look to less efficient channels as a means of resolving their enquiries. This has the effect of pushing the cost of each customer interaction even higher, whilst also distracting human agents from performing more complex tasks that typically constitute a better use of their talents.

The Inform Environmental Services Chatbot resolves these key challenges in a number of important ways. It reduces the strain on contact centres by processing 100% of enquiries and providing users with an always-available channel that allows for 24/7/365 customer service.

The service is also designed to encourage channel shift, directing users away from inefficient means of contact and towards more cost-effective self-serve options. The use of the latest AI technology ensures that it’s able to handle both routine reporting of environmental issues and routing users to the most appropriate channel for their enquiry – be that online forms, payment channels, or a human agent. Finally, the automation of these routine enquiries allows human agents to focus their efforts on more valuable work.

  • Make 100% of your digital customer service provision available 24/7/365, reducing the strain during office-hours and meeting the needs of modern users.
  • Complete chatbot construction. Unlike other software providers, we provide you with everything you need to successfully deploy your chatbot. That means leveraging our experience to research and build full scripts for your software.

  • Utilise our enhanced analytics platform to improve customer service in real-time. Better understand how your users prefer to interact with the council and build an increasingly efficient digital service.
  • From start to finish in 8-10 weeks. Our low development time means your new chatbot services have an immediate impact on your organisation’s ability to automate enquiries and cut waiting times.
  • 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.
  • A versatile cloud-hosted service guarantees flexibility, providing Local Authorities with a tool that is able to grow and develop their digital service provision to meet the challenges of the future.
  • 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.
  • Link to a variety of platforms, including Facebook Messenger, SMS, Twitter, automated Telephony and Web Channels, ensuring you reach users through their preferred means of communication.
  • Powerful AI technology allows for efficient processing of routine enquiries, encouraging greater channel shift and directing users towards cost-effective self-serve options.
  • Make 100% of your digital customer service provision available 24/7/365, reducing the strain during office-hours and meeting the needs of modern users.
  • Complete chatbot construction. Unlike other software providers, we provide you with everything you need to successfully deploy your chatbot. That means leveraging our experience to research and build full scripts for your software.

  • Utilise our enhanced analytics platform to improve customer service in real-time. Better understand how your users prefer to interact with the council and build an increasingly efficient digital service.
  • From start to finish in 8-10 weeks. Our low development time means your new chatbot services have an immediate impact on your organisation’s ability to automate enquiries and cut waiting times.
  • 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.
  • A versatile cloud-hosted service guarantees flexibility, providing Local Authorities with a tool that is able to grow and develop their digital service provision to meet the challenges of the future.
  • 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.
  • Link to a variety of platforms, including Facebook Messenger, SMS, Twitter, automated Telephony and Web Channels, ensuring you reach users through their preferred means of communication.
  • Powerful AI technology allows for efficient processing of routine enquiries, encouraging greater channel shift and directing users towards cost-effective self-serve options.

“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?

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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

In order to ensure that our Environmental Services Chatbot is able to respond quickly and efficiently to Local Authorities’ changing needs, it operates as a cloud-hosted technology. This allows us to make changes, adjustments, and improvements remotely, as and when they’re necessary.

Setup

Depending on the scale of the project, an Environmental Services Chatbot will typically take somewhere between 8-10 weeks to design, build, and implement. In some cases, a more complex chatbot will require a longer build-time. The setup and implementation process is designed to ensure that there is minimal disruption to existing service provision.

Data and Reporting

If Local Authorities are to provide a satisfactory customer experience, it’s necessary to leverage user data to create increasingly efficient digital services and systems. With our integrated analytics platform, we’re able to provide real-time insights into how your chatbot is being used, where it could be improved, and whether it can be adapted to better meet the needs of users.

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

City of Edinburgh Council

“Inform have built a stable and successful system – any required changes are turned around quickly and they are never just reactive, they always offer a professional input.” Neil Jamieson, CEC Customer Service Manager

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City of Edinburgh Council

“Inform have built a stable and successful system – any required changes are turned around quickly and they are never just reactive, they always offer a professional input.” Neil Jamieson, CEC Customer Service Manager

Read full case study
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Environmental Services ChatBot

Guildford Borough Council

“It gives customers the ability to interact with our services out of hours. It provides users with information or news and customers can propose special arrangements, request exemptions and discounts and leave information out of hours. It also allows us to send out text links to users referring them to information on our website.” Belinda Hayden, Exchequer Services Manager

Read full case study

Guildford Borough Council

“It gives customers the ability to interact with our services out of hours. It provides users with information or news and customers can propose special arrangements, request exemptions and discounts and leave information out of hours. It also allows us to send out text links to users referring them to information on our website.” Belinda Hayden, Exchequer Services Manager

read full case study

Dorset Council

“It was clear to me that Inform has a comprehensive understanding of the issues that local authorities face. In the past, I’ve spoken to several companies, and they don’t necessarily have a full grasp of the complexities involved in administering a Revenues & Benefits service.” Stuart Dawson, Head of Revenue & Benefits

Read full case study
Environmental Services ChatBot

Dorset Council

“It was clear to me that Inform has a comprehensive understanding of the issues that local authorities face. In the past, I’ve spoken to several companies, and they don’t necessarily have a full grasp of the complexities involved in administering a Revenues & Benefits service.” Stuart Dawson, Head of Revenue & Benefits

Read full case study
Environmental Services ChatBot

Sandwell Metropolitan Council

“Self Service has played a crucial part in our call handling strategy and we are pleased to announce we will be extending our partnership with Inform Communications for another year. 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.” Ian Hubball, Revenues and Benefits Manager

Read full case study

Sandwell Metropolitan Council

“Self Service has played a crucial part in our call handling strategy and we are pleased to announce we will be extending our partnership with Inform Communications for another year. 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.” Ian Hubball, Revenues and Benefits Manager

read full case study

Cambridge City Council

“We spoke to other councils that achieved significant reductions in call volumes before we signed up with Inform Communications. The projects started as a pilot project, and going forward we have received a lot of help and support form them. It wasn’t just put in and forgotten about, through fine tuning we were able to achieve significant reductions. The changes to system are done quickly and we are looking forward how Inform will help us to integrate artificial intelligence, web services and chatbots. Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.” Jonathan James, Head of Customer Services at Cambridge City Council

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Cambridge City Council

“We spoke to other councils that achieved significant reductions in call volumes before we signed up with Inform Communications. The projects started as a pilot project, and going forward we have received a lot of help and support form them. It wasn’t just put in and forgotten about, through fine tuning we were able to achieve significant reductions. The changes to system are done quickly and we are looking forward how Inform will help us to integrate artificial intelligence, web services and chatbots. Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.” Jonathan James, Head of Customer Services at Cambridge City Council

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