Sutherland Shire Council has begun trialling an AI-powered customer service system designed to handle routine enquiries, allowing human staff to focus on more complex resident issues.

The chatbot, accessible through the council’s website, can answer questions about bin collection schedules, rate payments, development applications, and facility bookings. Since its soft launch three weeks ago, it has handled over 4,000 conversations with residents.

“About 60 percent of calls to our contact centre are straightforward questions with straightforward answers,” explained council’s Director of Customer Experience, Marcus Webb. “The AI handles those efficiently, which means when someone has a genuinely complicated issue, they can actually get through to a person.”

How It Works

Residents can access the chatbot via the council website or through a dedicated link in council emails and SMS messages. The system uses natural language processing to understand questions and provide relevant answers.

For simple queries, the AI provides immediate responses. For more complex matters, it collects relevant information before transferring the conversation to a human staff member, ensuring residents don’t have to repeat themselves.

The council worked with AI consultants in Sydney to develop and train the system, which was customised to understand local terminology and council-specific processes.

Early Results

Initial data from the trial period shows:

• 78% of chatbot conversations resolved without human intervention
• Average response time reduced from 4 minutes to under 30 seconds for routine queries
• Customer satisfaction scores remained stable at 4.2/5
• 23% reduction in call centre wait times during peak periods

The AI has proven particularly effective for after-hours enquiries. Previously, residents with questions outside business hours had to wait until the next day. Now, many queries are resolved immediately, regardless of the time.

Staff Response

Council staff have generally welcomed the new system, contrary to initial concerns about job security.

“Honestly, it’s a relief,” said customer service officer Linda Tran. “Answering the same question about bin night fifty times a day was exhausting. Now I spend my time helping people with real problems—development disputes, accessibility issues, things that actually need a human touch.”

The council has committed to redeploying any staff whose roles change due to automation, rather than reducing headcount.

Privacy Considerations

The system has been designed with privacy in mind. Conversations are not stored beyond what’s necessary to resolve immediate queries, and no personal information is shared with third parties.

Residents can opt out of AI assistance at any time by requesting a human agent. The council has also maintained its traditional phone and in-person service channels for those who prefer them.

What’s Next

The trial is scheduled to run until September, after which council will evaluate whether to make the system permanent. Potential future features include integration with the council’s booking systems and proactive notifications about issues affecting specific areas.

Residents with feedback about the chatbot can share their thoughts through the council’s website or at upcoming community consultation sessions.