Fife Council is poised to enhance its customer service operations by considering the implementation of artificial intelligence (AI) agents for handling phone queries. This initiative reflects an evolving strategy aimed at utilising technology to streamline service delivery across the council’s various departments. By enabling AI to address simple inquiries, staff can redirect their focus toward more complex issues, ultimately improving overall efficiency and service quality.

The anticipated AI implementation would allow Fife Council to provide a 24-hour service, ensuring that residents have access to essential council services at their convenience. Already, the council employs a chatbot named Fiona on its website, which assists with common queries related to missed bins, school meals, and nursery enrolments. The planned phone system would extend this functionality to voice interactions, further enhancing accessibility for its citizens.

Charlie Anderson, the council’s ICT chief, articulated the potential benefits during a recent discussion with councillors. He emphasised that AI agents are not merely a replacement for human staff but rather tools designed to optimise service delivery by taking on routine tasks. “AI agents provide round-the-clock service, allowing citizens to access services at their convenience. This ensures essential services are always accessible, reducing wait times and improving overall customer satisfaction,” Anderson stated.

However, there are caveats to this ambitious project. Anderson noted that human oversight will remain crucial in the operation of these AI systems to manage any errors that might arise. “Just like any staff member, it needs to be trained and retrained. Human control is also required so we can deal with times it gets it wrong,” he explained. The need for meticulous monitoring underscores the balance councils must strike between technological advancement and human accountability.

Fife Council is not alone in its exploration of AI; other local authorities across the UK are also embracing similar technologies. For instance, Breckland Council in Norfolk has rolled out its own AI system, ‘Bobbie, the Phone Bot’, which initially addresses council tax queries with plans for future expansion. Early indications suggest that this AI system has successfully resolved a significant percentage of inquiries without the need for further assistance, thereby reinforcing the model Fife Council is attempting to emulate.

In addition to call management, Fife Council has already leveraged AI for various operational needs. Notably, the technology has aided in mapping the council’s street furniture, including road signs, and is currently being trialled for predictive maintenance of potholes—a critical aspect given the condition of many roads in the region. This proactive approach not only saves time but can ultimately lead to significant cost savings.

The ongoing integration of AI into Fife Council’s operations presents an opportunity to enhance efficiency in public services. However, it remains essential to address the potential pitfalls of technology-based solutions, such as the need for continuous training and the establishment of safeguards to mitigate errors. As Fife Council forges ahead with its plans, the insights gained from this initiative may serve as a valuable case study for other councils considering similar advancements.

Fife’s ambition aligns with broader trends in the region to establish Fife as an Artificial Intelligence Growth Zone, supported by local MPs and educational institutions. This initiative seeks to attract skilled jobs and investment, contributing to Fife’s position as a burgeoning hub for technological innovation.

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Source: Noah Wire Services