Case Study: local government improves call routing and reduces abandoned calls with Kerv and Genesys Cloud CX

What it’s really like to implement AI-powered bots within a UK Council

Kerv worked with a local government county council using Genesys Cloud CX to improve public services and replace an inflexible IVR system that created confusion for residents and provided little insight into why people were calling. The council wanted a better way to route callers, capture useful data, and reduce the black-hole effect of broad menu options.

Kerv helped the council start with a small AI-powered voice bot on its 24-hour IT helpdesk, using speech recognition to ask callers for their name, asset number, and reason for contact so they could be routed to the right agent. The first bot cut abandoned calls by up to 50 percent, and the council has since expanded to several live bots, with more planned to support future service consolidation, reduce transfers and callbacks, and smooth call volumes.