Case Study: Oldham Council achieves £40k annual savings and 86% fewer contact center calls with 8x8 AI

Oldham Council breaks communications barriers with 8x8 AI

Oldham Council needed to replace an outdated manual switchboard that required a full-time operator to handle 300–400 calls a day, creating inefficiencies and pulling staff away from their core duties. The council also needed a solution that could accurately understand and route calls in a community with diverse regional accents and dialects, so it turned to 8x8 and its AI-powered contact center capabilities, including 8x8 Intelligent Customer Assistant (ICA).

8x8 implemented ICA to automate call handling and routing, reducing the need for human intervention. The results were strong: call volume to the contact center dropped by 86%, the council saved £40,000 annually, and the AI achieved 60–70% accuracy from day one, later improving to over 80% and sometimes near 90%. 8x8 also made administration easier, helping Oldham Council improve efficiency and free staff to focus on higher-value work.

Oldham Council

Christie Jones

System Support and Quality Officer