Resources: Get Insights on Automation, Apps and CX

Discover 7 practical AI use cases for local government, from intelligent document processing and AI-powered search to autonomous agents, planning consultation analysis and housing compliance.

AI and automation can transform services, but success starts with strong process foundations. This session explored how to identify high-value opportunities, avoid unnecessary automation and maximise impact, with a real NHS case study showcasing improved patient engagement and contact centre performance through AI-driven solutions.

How Lichfield District Council is using digital self-service, AI-powered search and back-office automation to make services easier for residents to access, while freeing staff to focus on people who need more support

Search was built for websites. Users have moved on. Modern AI-powered search can understand intent, interpret natural language and guide users towards the right outcome.

Discover how UK contact centres are implementing AI technologies, overcoming adoption challenges and improving customer service outcomes. Download the report.

Average handle time is one of the most widely used measures of contact centre performance. It tells you how long, on average, it takes a team member to handle a customer interaction from beginning to end. 

Discover the top 5 insurance industry challenges leaders face today, from legacy systems to fraud risk and how AI-powered automation solves them. Download the full report.

Many organisations add new applications to solve problems, creating costly technology sprawl that makes change harder. Before introducing AI and autonomous agents, organisations should simplify, connect and rationalise systems. A composable platform approach can reduce duplication, lower costs and enable smarter, more effective transformation.

Automation has become essential for modern Revenues and Benefits services, helping councils reduce backlogs, improve customer experiences and maximise staff capacity. With proven results, growing adoption and millions of transactions processed monthly, councils are now focused on expanding automation to deliver even greater service improvements and efficiency.