The plan to introduce a 'digital assistant' to help manage residents' queries was raised at a meeting of Breckland District Council's Overview and Scrutiny Commission.
- Credit: Noah Vickers
A Norfolk council has outlined plans to use artificial intelligence (AI) to help with queries, prompting some concerns around the security of people’s data.
At a Thursday meeting of Breckland District Council’s scrutiny committee, the council’s customer experience manager, Adele Newsome, explained that “within a matter of weeks” of the Covid crisis in March 2020, the council had become a “virtual call centre”.
Ms Newsome said Breckland now had “a once in lifetime opportunity to build on the momentum of how our customers interact with us as a council” and that it hoped to have a “digital assistant” available in the coming years.