Aylesbury Vale is one of a very few number of councils that have deployed artificial intelligence (AI) into its service offer. We see AI as ‘augmented intelligence’ - helping and supporting our staff to be more effective and empathetic in providing high quality human-to-human services. 

We have implemented a machine learning product from Digital Genius into our email and web chats that come into our Customer Fulfilment team. Customers can call or write, but the majority of the 75,000 households in Aylesbury Vale are already registered with our My Account platform: a single customer record database that allows them to self-serve in real time across all of the basic service needs, from paying council tax to getting a replacement bin.