Council implements over 150 changes to AI-powered customer call handling service as platform 'continues to learn'

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Council implements over 150 changes to AI-powered customer call handling service as platform 'continues to learn'

A Scottish local authority implemented over 150 changes in a week to a new AI-powered call handling system as a council officer said: ‘It continues to learn.’ Renfrewshire council is working with its IT supplier to provide a better service to customers for its new digital assistant ‘Millie’, which was introduced in November last year as a 24/7 digital assistant and support for telephony-based staff. For one month, the service resolved 36 per cen…