digital customer service
Bexley Council is currently focusing on expanding its AI-powered web chat service after it achieved an 86.6% success rate in July 2026.
Bexley Council's new AI-powered web chat, a form of digital customer service, achieved an 86.6% success rate in resolving user queries in July 2026, according to council officials. This rate is defined as providing exact answers or directing users to correct information.
Council officials anticipate the success rate will increase to over 95% as the system learns. Plans are in place to expand the AI web chat's capabilities in a second phase of development, allowing users to complete transactions such as booking special bulky collections.
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