Council chiefs reveal progress of AI adviser

Renfrewshire Council continues to “monitor” the performance of its digital adviser Millie and “make regular changes” to boost its overall effectiveness.

- JACK THOMSON, LOCAL DEMOCRACY REPORTER

The local authority became the first in Scotland to introduce artificial intelligence (AI) powered technology to its customer contact centre in November.

But the system, which the council previously admitted is “learning”, has frustrated some residents and elected members who have grown irritated with its quirks.

An update has been provided on its progress and will be considered at a meeting of the finance, resources and customer services policy board today.

In April, Millie received a total of 27,427 calls, with 19,199 (70 per cent) transferred to a member of staff and 8,228 (30 per cent) provided a response at the first hurdle.