Case Study: Monmouthshire County Council achieves 24/7 bilingual citizen service with Logicdialog

Monmouthshire County Council automates 84% of waste enquiries with logicdialog

Monmouthshire County Council, a Welsh local authority, faced significant challenges in its contact center, including handling a high volume of routine waste enquiries and meeting its obligations under the Welsh Language Act to provide bilingual services. With limited resources, staff were spending excessive time on simple queries, preventing them from focusing on more complex citizen needs. They partnered with the vendor logicdialog to implement its AI assistant solution.

Logicdialog implemented a bilingual AI assistant, named Monty, to automate common enquiries. The solution resolved 84% of waste enquiries automatically, handling 250,000 conversations and avoiding 22,000 manual contacts per year. This returned over 1,800 hours of staff time to the council annually for more critical work and is predicted to deliver £210,000 in annual cost avoidance. The logicdialog platform also provided full 24/7 service in both English and Welsh.

Monmouthshire County Council