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Introducing a conversational AI across the Stockport Council website for handling routine queries to the council, reducing the load on the Contact Centre. The solution must: be capable of running enough concurrent (infinite) instances to cover all our chat needs; be able to integrate with Verint via APIs; be customisable to fit our online ecosystem; be accessible; be capable of running 24/7 without supervision; have skills-based routing for more complex queries during Contact Centre opening hours; have a dashboard; be capable of running reports on chats; be compatible with a variety of devices and operating systems; be capable of learning new content or new ways of communicating (e.g. learn new slang); use natural language processing (i.e. not be an IVR-type chatbot system); avoid having to set up questions in a bespoke manner; read the website and deliver updated content to users (to avoid duplication of effort maintaining a separate knowledge base).
| Supplier | Identifier | Award Value | Cross-References |
|---|---|---|---|
| Britannic Technologies Ltd | 02097097 | £37,400 | - |