A councillor said he was “terrified” by the prospect of automated webchats being used to answer queries
Conservative councillor Billy Flynn used the term as he said he was “terrified” by the prospect of automated webchats being used to answer queries from the public., suggested an online “self-service” system could be introduced to help cut waiting times.
“Whereas we could move towards more digital robotics and artificial intelligence in terms of responding on the website and being able to self-serve if you can.”Coun Coupar insisted she was not proposing to “close channels down”, but suggested robot-led webchats “could be a really good option” for some people.
Such automated chats, which typically use human names, are widely used elsewhere across industry by the likes of businesses and banks. But Councillor Flynn, who represents Leeds’ Adel and Wharfedale ward, was scathing about their effectiveness.Advertisement
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