Case Study: West Berkshire Council automates citizen enquiries with Logicdialog

West Berkshire Council automates 11,000 monthly enquiries with logicdialog

West Berkshire Council faced rising demand for citizen services related to areas like waste, highways, and parking, which consumed significant contact centre capacity. With constrained resources and increasing citizen expectations for 24/7 digital access, the council needed a solution. They turned to Logicdialog to implement a conversational AI service to automate these routine enquiries.

Logicdialog deployed a communication orchestration layer that integrated with the council's operational systems for end-to-end service fulfilment. The solution automated over 11,000 monthly enquiries, leading to an 83% reduction in COVID-related contact centre demand. The service maintained an 80% positive user experience rate, freeing up staff to focus on complex cases and providing citizens with 24/7 digital access.

West Berkshire Council