How Birmingham cut call volumes by 80% during a financial crisis

Local governments face pressure to deliver quality services with shrinking budgets. Birmingham City Council tackled this challenge by finding over £250 million in savings while maintaining essential services. Partnering with PwC, the Council implemented an AI-powered voice automation system that transformed citizen interactions using cloud technology:

• 80% reduction in call volume to the main switchboard, freeing staff for complex enquiries
• Deployment in weeks using agile methodologies and cloud capabilities
• Continuous improvement through data analytics to optimize performance

Read the case study to see how voice automation enhances efficiency in public sector organizations.