By Mark Say, 20 March 2025 – Originally published by UKAuthority.
Thurrock Council has launched a voice activated AI assistant, initially to help residents obtain information on council tax.
It is part of a programme to expand the use of AI working with Outsource Automation Solutions (OAS), a partner of Blue Prism.
Named Aimee, the AI assistant came into use last month and is initially being used to handle enquiries about council tax discounts and exemptions.
Its effect on the experience of resident will be monitored, with callers being given the opportunity to provide feedback.
There are plans for Aimee to be used in other services such as housing, rents and benefits.
Answers to questions
Cllr Lynn Worrall, cabinet member for overall change and improvement agenda at Thurrock, said: “By leveraging the power of AI we can help get people answers to some of the more common and straightforward questions we are often asked.
“That leaves our customer services team free to deal with the more complex enquiries and help make sure that they are dealt and resolved as quickly and efficiently as possible.”
The council has been working with OAS since October of last year. The company’s programme manager, Pete Marshall, said it is planning to use the Blue Prism automation platform and a variety of AI tools to provide the capability for conversations, and will be ready to pass on the lessons learned in working with other councils to other local authorities and NHS organisations.