Case Study: Lambeth London Borough Council maintains business support and citizen engagement during COVID-19 with Engati

Lambeth London Borough Council - Customer Case Study

Lambeth London Borough Council, the local authority for the London Borough of Lambeth, faced a sudden breakdown in face-to-face engagement when COVID-19 restrictions curtailed meetings at Lambeth Town Hall. To maintain contact with local businesses and deliver timely guidance, the council partnered with Engati to deploy conversational chatbots as a remote communication channel.

Engati’s chatbots were configured to answer business-focused queries—how the virus affects trading, starting a new business during the pandemic, available council support, financial aid, insurance claims and regular updates—providing an immediate, accessible bridge between local businesspeople and the council. The Engati solution restored two‑way communication during lockdown, kept businesses informed and supported, and enabled the council to continue service delivery remotely without relying on in-person interactions.

Lambeth London Borough Council