Case Study: Newham Council reduces parking FAQ demand with Futr

Cutting through complexity at Newham Council

Newham Council, the local authority for the London Borough of Newham, needed a way to cope with growing demand on its contact centre, especially for parking-related queries. With residents speaking more than 100 languages and call volumes exceeding 440,000 a year, the council wanted to reduce repeat questions, triage higher-priority calls, and gain better insights into service demand. Futr provided its Automate product to help address these challenges.

Futr implemented an AI-powered multilingual chatbot to automate parking FAQs and let citizens self-serve answers around the clock. The deployment was quick and easy, and over six months it saved 84 hours of call time, answered 10,491 questions in 23 languages, and delivered an estimated £40k in quantifiable savings. Futr also gave Newham Council real-time analytics and usage insights, with bot activity even spiking on Christmas Day and New Year’s Day when the office was closed.

Newham London

Ikramul Haque

Delivery Lead