EBI.AI
6 Case Studies
Case Study: Coventry City Council improves customer service with EBI.AI Community AI
A EBI.AI Case Study
How Community AI helps Coventry City Council answer more calls instantly 24/7 while spending less money
Coventry City Council was struggling with a high volume of repetitive citizen enquiries, especially around waste collection, Council Tax, and parking, and wanted to see whether AI could handle queries end to end while staying compliant with strict public-sector requirements like GDPR and accessibility. To tackle this, the council worked with EBI.AI and its Community AI/Lobster conversational AI platform.
EBI.AI implemented a managed AI assistant named Basil, helping Coventry City Council answer common questions instantly across digital channels and keep information up to date without heavy technical overhead. In a trial, 35% of Council Tax queries were handled out of hours, 83% of Waste Management calls were understood by the AI, and 94% of Council Tax-related queries were successfully understood, while the council also gained insight into the most common service topics to improve resource allocation.
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