Case Study: Westminster City Council achieves smarter 24/7 self-service with 8x8 Intelligent Customer Assistant

Westminster City Council offers smarter self-service with 8x8 Intelligent Customer Assistant

Westminster City Council, the local authority in Westminster City, Greater London, wanted to expand self-service for residents and reduce repetitive contact center demand. Its earlier chatbots were limited, so the council looked to 8x8 and the 8x8 Intelligent Customer Assistant to create a more intelligent, integrated digital support experience.

8x8 implemented a waste-management chatbot for queries about recycling, reuse, and rubbish collection, integrated with the council’s existing 8x8 Contact Center for easy escalation to live agents. The launch took about three months and delivered 24/7 self-service, with an average chatbot success rate of 80% to 100%, higher query volumes than expected, and lower contact center workload.

Westminster City Council

Rebecca Gordon

Digital Lead