Getting Started with AI Agents

Key Considerations for Smarter Autonomous Agents

Council contact centres are under pressure. Citizens expect fast answers, staff are stretched and budgets are tighter than ever. Autonomous AI agents can help — not just by answering questions, but by solving problems, connecting systems and working alongside your teams.

Getting started can feel daunting. That is why this eBook is your practical guide to designing AI agents that actually help citizens and staff — not hinder them.

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What’s inside the guide?

This guide takes you through the key considerations for creating autonomous AI agents that add real value in a council setting. Whether you are just starting out or refining your approach, you will find practical advice and examples to help you:

  1. Understand what makes agentic AI different from basic chatbots
  2. Identify which council tasks to automate — and which ones need human care
  3. Design agents that serve citizens with empathy and clarity
  4. Build trust with accessible, consistent experiences
  5. Keep improving your agents post-launch to deliver sustained value.
Front cover of AI agents ebook

Things to know before you start

Number 1 in a circle

Not every task should be automated

Use our Value–Irritant matrix to identify the best use cases for AI agents in your council, from routine queries to freeing capacity for complex cases.

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Citizens need accessible services

Design with inclusivity, language and confidence in mind. Not everyone interacts the same way, so agents must meet diverse needs.

Number 3 in a circle

AI Agents evolve

They are not a one-off project. Treat them like colleagues: train, monitor and improve over time to ensure services stay reliable.

Why this matters for councils

Local authorities like Tewkesbury Borough Council are already showing how AI can reduce avoidable demand and protect frontline resources. This guide will help you follow the same path, safely and at your own pace.

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