AI-powered Contact Centre Platform
Benefits
Faster, more accessible, and personalised support across multiple digital channels including WhatsApp and webchat. Estimated savings of £500,000 per year through more efficient query resolution. Key benefits include: more contact options, faster support with AI-powered bots, 24/7 accessibility, personalised experience, and inclusive service maintaining human support where needed.
Details
- Tool name
- AI-powered Contact Centre Platform
- Organisation
- Westminster City Council
- Status
- live
- AI method (as recorded)
- Natural Language Processing, Large Language Model, Retrieval Augmented Generation
- AI method (normalised tags)
- Natural Language Processing Large Language Model Retrieval Augmented Generation
- Usecase
- Conversational AI
- Origin
- westminster.gov.uk
- Owning team
- Westminster City Council Contact Centre
- Date added
- Scrape date
- 24/04/2026
- Source note
- Westminster City Council has become the first local authority in the UK to implement an AI-powered contact centre platform. The system uses Microsoft Dynamics 365 Contact Centre platform and includes an AI-powered chatbot that leverages information from the council website to answer user queries. The council has been shortlisted for two awards in the 2025 National AI Awards. [Source]