Al Bots won't replace humans

COUNCIL leaders have been assured AI “bots” will not take over and replace human beings at the authority - but residents may end up chatting with them.

- By GARETH LIGHTFOOT Local democracy reporter [e-mail]

Artificial intelligence-powered customer service chatbots, or virtual assistants, will be used on the council website to handle routine queries.

Voice recognition will also be used in contact centres to “assist residents with self-service options”.

Back-office automation in licensing, applications and processing claims are other key projects in the new approach to Al agreed at Stockton Council’s cabinet. Tools for “compliance, decision support and staff empowerment, fraud detection and “predictive analytics for service demand and risk management”, like forecasts of social care needs, housing support and early intervention and prevention, are also among the plans approved in the meeting on Thursday, September 18.

Corinne Moore, head of digital services and systems, presented the council's “vision” on Al use.

She said it was taking a “safe and cautious approach to introducing tools that drive improvements and efficiencies”

She said it aimed to enhance delivery of services, improve efficiency, support data-driven decision making and develop staff skills.