Auckland Council’s recently launched AI assistant, Ask Auckland Council, is saving users around eight to nine minutes compared to calling the contact centre.
Launched only two months ago, the tool is purpose-built, AI-powered and can be easily accessed on a smartphone, computer or tablet via a web browser.
Aucklanders have already used it to report common problems more than 4,000 times, with tree issues added to the list of options in June, on top of illegal dumping, graffiti, people and party noise, roaming dogs and missed bin collections.
Deputy Mayor Desley Simpson says the tool was developed in response to how Aucklanders want to connect with the council.
“Aucklanders told us loud and clear that our reporting tools were confusing and frustrating. We listened. This new AI assistant reflects how people actually want to connect with us - quickly, simply, and on their own terms.”
As of 20 June, more than 4000 issues have been reported using the digital assistant, and more than 10,000 active sessions have been opened.
“Initial results are fantastic. Not only is it saving people time but it’s user friendly. Reports from early public testing show that four in five users (80 per cent) find the tool easy or very easy to use, compared with 42 per cent for existing channels.
“This is what happens when you start with what Aucklanders need, then build the technology around them.”
Ask Auckland Council uses modern generative AI (Gen AI) technology powered by large language models (LLMs) to recognise details in photos, ask follow-up questions, and create reports. For problems not yet added, it can guide users to the right council information.
The technology behind the tool is more sophisticated than a simple chatbot. Instead of picking a reply from a predetermined list, as chatbots do, it constructs a response based on users' actual questions using a wide base of information and context.
Auckland Council group shared services director Richard Jarrett says the benefits extend well beyond the customer interface.
“Behind the scenes, Ask Auckland Council reduces friction, supports faster and more consistent resolution, and helps staff use their time more effectively. It’s a strong example of how technology informed by local needs – and developed with Aucklanders in mind – can improve service outcomes and deliver value for money for ratepayers."
The digital assistant continues to be refined and improved in response to customer feedback which comes directly from users through the ‘Provide feedback’ button under each message.
Deputy Mayor Simpson says, “The more people who use it and provide feedback on it, the better we can make it for all Aucklanders.”
This update was presented to the council’s Value for Money Committee on Thursday 18 June, read more on the main Auckland Council website.