REPORT: Can chatbots and AI help solve service design problems in Local Government? (Torchbox)

Written By paul shepherd

In early 2019, a group of councils led by Oxford City Council partnered with Torchbox to conduct a discovery research project into chatbots and conversational AI.

The expressed goal of the project was to explore opportunities of using such technologies to better serve customers and to reduce costs faced by councils in provisioning particular services.

This discovery project aimed to help councils start from scratch and attempt to answer: Can chatbots and AI help solve service design problems?


This research was focussed on the following service areas:


  • Planning

  • Waste and recycling

  • Revenues and Benefits

  • Highways

paul shepherd
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