Residents can now access information about West Northamptonshire Council services more efficiently thanks to a new virtual assistant available on the Council's website. Developed by the Council’s Digital Services team, the assistant is designed to help residents, businesses, and professionals find information without needing to navigate multiple webpages.
Available 24 hours a day, seven days a week, the assistant allows users to ask questions in their own words and receive instant answers based on council-approved information. It can assist with queries ranging from checking bin collection days and finding recycling information to locating forms, guidance, and contact details for various council services. The assistant also supports multiple languages.
Since its initial rollout, the virtual assistant has handled over 2,000 conversations monthly, addressing topics such as bins and collections, council tax, recycling, and housing. User feedback has been positive, highlighting the speed of responses and the convenience of accessing information outside of normal office hours.
“"We want it to be as easy as possible for residents to access information and services from the Council whenever they need them. This new virtual assistant is helping people find answers quickly, at any time of the day or night, without having to search through multiple webpages. It is already supporting thousands of enquiries every month and is making it easier for residents to get the information they need; while still ensuring they can speak to a member of staff when further support is required. This is another positive step in our ongoing work to improve customer experience and make our services more accessible and convenient for everyone."
The virtual assistant is intended to help people find information quickly and easily, while ensuring residents can still access support from council staff when necessary. If it cannot answer a question, it can direct users to the most appropriate service or contact route. Residents can access the service by visiting the West Northamptonshire Council website and clicking the chat icon.
