Westminster City Council has rolled out a new AI-powered contact centre platform to make communication faster, smarter, and more convenient for residents, businesses, and visitors. The initiative, developed in collaboration with Microsoft and TTEC Digital, marks a major step forward in the council’s digital transformation journey.
The intelligent system is designed to provide personalized, accessible, and efficient support across multiple communication channels including WhatsApp, webchat, email, and traditional phone calls. By integrating advanced artificial intelligence, the new platform streamlines customer interactions, helping contact centre staff respond to queries more quickly and efficiently. It also enhances call handling, offers real-time insights, and ensures a smoother, more consistent experience for users.
Importantly, the council has emphasized that residents will always have the option to speak directly with a staff member, ensuring that the human touch remains central to the experience. The design of the new system was shaped through extensive user research and engagement, allowing the council to align the technology with the needs and expectations of its diverse community.
The AI chatbot functions by drawing on verified information from Westminster City Council’s official website, providing accurate, reliable responses to user queries. Beyond improving accessibility, the new technology is also expected to deliver significant cost savings estimated at £500,000 per year by handling routine inquiries more efficiently and freeing up human agents for complex cases.
Cllr Cara Sanquest, Cabinet Member for Communities at Westminster City Council, said:
“We’ve listened to feedback from residents and staff, and we’re proud to launch a new contact centre platform that puts accessibility, speed, and choice first. We handle over half a million enquiries each year, and while calls were answered in under 50 seconds on average last year, we’re aiming to do even better.
This upgrade reflects our vision: ‘digital where possible, human where it matters.’ It ensures our teams are available to support residents who are digitally excluded or have more complex needs. Whether you're seeking help, services, or information, our staff are now better equipped to respond with efficiency and empathy. We’re the first council in the country to use the platform to this extent. It’s another way we’re using advanced technology to support residents and businesses across Westminster and ensure we continue to lead the way in the digital transformation of local government.”
Andy Elsmore, Head of Microsoft for TTEC Digital, EMEA, added:
“TTEC Digital proudly partnered with Westminster City Council to successfully launch their Microsoft Dynamics 365 Contact Centre platform. This AI-enabled omnichannel solution revolutionises resident services, allowing seamless interaction via WhatsApp, phone, email, and web channels with reduced wait times and enhanced response quality, creating a more accessible, responsive, and citizen-focused Westminster.”
In recognition of its innovative work, Westminster City Council has been shortlisted for two honours at the 2025 National AI Awards: the Government and Public Sector Award, and AI Product of the Year for its Report It tool. These nominations underscore how effectively the council is leveraging AI to create real value for citizens, communities, and the public good. Winners will be announced in October.
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