Case Study: Worcestershire County Council improves citizen service with Netcall chatbot automation

Using chatbot automation at Worcestershire County Council for stronger citizen experiences

Worcestershire County Council used Netcall’s Liberty Converse platform to improve citizen support across a service area covering 672 square miles and serving over half a million people. After consolidating services and introducing the omnichannel contact centre solution, the council wanted to provide a 24/7 service, reduce inbound call transfers, handle peak communication volumes, and give citizens faster access to information.

Netcall helped the council build chatbots using Liberty Converse’s AI content highlights, decision trees, quick replies, and workflow tools, with 2.5 days of training from the Netcall team. Worcestershire County Council launched semi-transactional chatbot capability for library queries and later expanded use for peak service areas such as school admissions and flood warnings. Results included a steady reduction in web chat volumes from 737 to 75 in one year, chatbot volumes rising to 4,000+ per month, more resources for telephony and administration, and less pressure on agents.

Worcestershire County Council

Paul Appleyard

Customer Services and Representations Manager