Case Study: Antrim & Newtownabbey Borough Council delivers 24/7 address-specific resident support with Scaffold Digital’s AI Knowledgebase

Antrim & Newtownabbey Borough Council answers thousands of resident queries with Scaffold Digital

Antrim & Newtownabbey Borough Council faced a major communication challenge during a borough-wide waste harmonization program. The council needed to provide authoritative, address-specific answers to thousands of residents' queries without overwhelming its contact center staff. Scaffold Digital developed an AI Knowledgebase, an always-on contact channel that could answer specific questions sourced from approved council content.

Scaffold Digital built a solution using AWS Connect that retrieves answers from a curated knowledgebase rather than generating them, ensuring all information is traceable to official sources. This platform successfully absorbed the spike in routine queries, providing residents with 24/7 access to accurate information and freeing staff for more complex cases. The Council also gained a reusable foundation from Scaffold Digital that can extend to other services in the future.

Antrim & Newtownabbey Borough Council