At Monmouthshire County Council, we take around 50,000 phone calls a year. These are sometimes vulnerable people, who really need to talk to a person helping them with complex problems.
That chatbot is able to deal with some of the lower level queries, freeing up our staff to deal with more complex problems, really helping vulnerable people.MATTHEW GATEHOUSE, HEAD OF POLICY AND GOVERNANCE
Something that our Community Hub staff talk about is that Monty can deal with the missed bin collections so their time is freed up to find a homeless person a home.ABIGAIL BARTON, COMMUNICATIONS & ENGAGEMENT MANAGER
We have seen amazing success so far with Monty, the Monmouthshire Chatbot. Despite the number of users visiting the chatbot rising each month, we have seen a massive decrease in agent takeovers.
The ever improving AI is able to handle more queries automatically. Currently only 6% of users are being handled by an agent, freeing them up to handle the more complex queries.