Local Government CX Roundtable: West Lindsey District Council’s AI & Digital Journey

West Lindsey District Council’s AI & Digital Journey

After a successful Genesys Cloud implementation in 2024, West Lindsey District Council are unlocking the power of their data to transform and elevate the resident experience by implementing AI features such as digital bots, knowledge for agents and web messenger.

Join this roundtable to hear how West Lindsey District Council have:

• Reduced call volumes and wait times through intelligent deflection, automated callbacks, chatbot support and self-service options for common enquiries.
• Maintained high answer rates during peak periods, while reducing the need for temporary staffing and freeing agents to spend more time supporting vulnerable citizens.
• Reinvested the efficiencies gained through AI into service improvements within their contact centre operation.

If you’d like to find out how Lyn and her team have driven these efficiencies, please make sure you join us on the day.