Anyone contacting Cornwall Council via its website can now get help from a new and improved chatbot using AI.

Nicknamed ‘Ker-Know', the chatbot can answer questions on a variety of services offered by the council, from waste to education, responding to messages in real time. It does this by using artificial intelligence (AI) to search the council’s website on behalf of residents and then respond accordingly.

Its developers say Ker-Know can now accurately resolve almost three quarters of the enquiries received by the council daily.

The previous version of the chatbot only had around a 25 per accuracy rate in answering questions correctly, but now Ker-Know has a 70 to 75 per cent accuracy rate.

Live chat can currently be used to ask questions about:

  • Benefits and support
  • Blue Badge Disabled Parking Permits
  • Council Tax
  • Homechoice Parking
  • Planning and Building Control
  • Roads, Highways and Pavements
  • Rubbish, Recycling and Waste

The chatbot option becomes available once you have clicked on the individual service page.

It is an additional option for residents that could speed up getting the answer they need, although all previous methods of communication, including speaking directly to someone on the telephone, are still available.

How the chatbot window looks (Image: Cornwall Council) Councillor Martin Worth, cabinet member for customers, said: “Most residents who are online will have experienced chat bots when they deal with organisations – from banking to groceries and online shopping.

“Our chat bot Ker-Know is now helping more of our residents get the answers they need more quickly, or be directed to staff member for more information.

“This is part of our ongoing efforts to improve the digital experience for Cornwall's residents and we are focused on providing more effective, efficient customer service.”

The council said that by integrating artificial intelligence into its current systems, it hoped to improve a number of key areas:

  • Provide more responsive and intuitive interaction for users exploring council services online.
  • Reduce the workload on customer service teams by automating responses to a wider range of enquiries.
  • 24/7 availability, for more queries.

Councillor Worth added: “We believe that the introduction of Ker-Know will make a big difference to residents, save time and save money. “We will closely monitor the performance of the chatbot and gather data on its effectiveness in handling complex queries, and your feedback will be an essential part of that.”