As part of our digital transformation project to improve the council’s services, our automated phone system for services related to council tax and benefits is undergoing an upgrade later this week.
The current system requires callers to navigate through a series of different options, using traditional prompts like ‘press 1’ or ‘press 2’, for example. The new AI-powered service will instead use natural conversation to provide the caller with relevant information or route them through to the customer services team. Customers will be able to ask for what they want in their own words, resulting in a faster and more efficient experience as they can simply ask for the help they need.
After an initial test last week, the new service will go live from Thursday 29 May 2025.
In addition, the Nova chatbot on the North Herts Council website will also receive an AI upgrade on the same day. Along with improved and more up to date answers, we aim to offer more services to customers directly within the chat window, such as reporting a missed bin.
We are always keen to hear your feedback on our customer services. To let us know what you think of these new features, please visit comments, compliments and complaints on the website.
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