Implementing an AI Chatbot for Net Zero Government Agency
The client was a UK government agency working in the sustainable housing sector. They had a large volume of information which was difficult for staff and external contractors to access, and had a call centre set up to manage requests. Nimbus AI implemented a digital strategy based around ANI, using the existing in-house documentation and serving this to staff and contractors in the form of a friendly, helpful chatbot.
The measures of success were based around on-time and on-budget delivery. There was no specific metric relating to FTEs, but within three months there was a 37% reduction in calls and emails to the contact centre, with the chatbot serving over five thousand requests a week. Maximum capability is ten times that without any further investment from the client.
The Challenge
A government agency faced the complex task of making their extensive process documentation more accessible and user-friendly for staff. With numerous documents containing critical operational procedures, employees were spending considerable time searching for specific information, impacting operational efficiency.
The Solution
Nimbus AI hired Joel Rendle to be the Digital Programme Manager for this project. He led the implementation of an innovative AI-powered digital chatbot solution. The project involved:
- Deploying advanced large language model technology to process and understand thousands of internal documents
- Developing a user-friendly chatbot interface that could interpret and respond to natural language queries
- Ensuring strict compliance with government security and data protection standards
- Managing stakeholder expectations and coordinating between technical teams and agency leadership
The Results
The project was delivered successfully, meeting all critical success criteria:
- Completed on schedule and within allocated budget
- Successfully processed and integrated all target documentation
- Deployed a fully functional chatbot that effectively answers staff queries
- Reduced time spent searching for procedural information
- Maintained high security and compliance standards throughout implementation
- Contributed to the agency’s net zero targets by reducing the need for printed documentation and enabling more efficient remote working practices, leading to decreased commuting requirements
This implementation demonstrates how AI technology can be effectively deployed within government settings to improve operational efficiency while maintaining strict compliance requirements and supporting sustainability goals.
