Council AI tool saves Aucklanders up to nine minutes per request

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.

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.

Kate Sutton, Partner at Deloitte New Zealand, says Ask Auckland Council is setting a new benchmark for responsible public sector AI.

She says the project demonstrates what's possible when technology is focused on clearly defined customer pain points.

"By starting with a small number of priority issue types and designing the experience around how Aucklanders actually report problems, Auckland Council has created a mobile-first service that makes it simpler and faster for people to submit photos and details of issues they see in their neighbourhoods."

Deloitte and Google were proud to work with Auckland Council in bringing this capability safely to market, underpinned by strong governance and a commitment to trustworthy and transparent use of AI.

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 here.