Telford and Wrekin Council unveils upgraded AI assistant to enhance customer service

Telford and Wrekin Council, the local authority of Telford and Wrekin in the ceremonial county of Shropshire, England, have introduced an upgraded AI phone assistant named Ask Tom, designed to improve customer service by handling queries without the need for human staff.

Initially launched in 2021 as a digital assistant, Ask Tom now has the capability to answer, listen, speak, and send information directly to customers’ devices. The enhancement aims to free up customer service staff to focus on more complex issues, although human advisors will still be available if needed.

The council highlighted that when Ask Tom was first introduced, it significantly reduced customer waiting times by 50%. With the new upgrade, the council expects the system to assist even more people by addressing multiple questions in a single call and preventing the need to contact different numbers for specific information.

Councillor Zona Hannington emphasised that the automated assistant is built on a well-tested, extensive knowledge base of council information. The council can allocate its staff to more critical tasks by automating simple queries, thus improving efficiency and effectiveness. Residents will benefit from 24-hour access to a broader range of council services, enhancing the overall service experience.