Monmouthshire County Council has linked with South Wales tech company We Build Bots to develop a chatbot that will feature on the council’s website and Facebook messenger service. This additional source of information and its ability to offer answers about the council’s provision has been welcomed as an aid to improving customer experience.

We Build Bots is based at Cardiff’s Tramshed Tech.  It recently attracted headlines when it attracted a rapid £500,000 investment for a 20% stake in the business.  It has developed chatbots for a diverse range of organisations including the AA Driving School, though its venture with Monmouthshire will be the first time the company has worked with a local council.

Councillor Phil Murphy, Monmouthshire’s cabinet member with responsibility for information technology said: “As more organisations use chatbots to improve their customer experience we want to give our communities the choice to engage with us in this way.  We have already launched our successful My Monmouthshire app and the chatbot will complement our contact centre, community hubs, social media channels and website as another way for people to engage with their local council.”

Monty can currently only answer questions that it has been programmed to reply to, this includes “when is my bin day”, “what is for lunch in school tomorrow” as well as report a pothole, bus timetables and other queries relating to transport, waste, highways, schools, jobs and local info.  This was based on the top 10 page on our website!  But in time as it keeps getting asked the same sort of questions it will start to learn, so please be kind to him!

Find out more in the videos below

Using Monty on our Website:

Using Monty on Facebook Messenger:

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