Citizen engagement is at the heart of effective public service. However, as councils face increasing pressure to deliver more with fewer resources, traditional communication methods often struggle to keep up. At Tovie AI, we believe that artificial intelligence is not just a tool for automation but a means to strengthen the relationship between councils and their communities. Our recent collaboration with Richmond and Wandsworth Councils shows just how powerful AI can be in building smarter, more responsive public services.
When Richmond & Wandsworth Councils approached us, they wanted to explore how voice AI could support resident communication across two critical areas: occupational therapy waiting list management and care technology device recovery. The goal was simple: improve efficiency without sacrificing the human touch.
By deploying Tovie AI’s voice assistant, the councils were able to automate routine outreach and data collection. The results were striking. In occupational therapy, 74% of calls successfully collected the information needed to prioritise service delivery. In care technology, 77% of calls confirmed whether devices were in use or could be reallocated. But there is more to the story than impressive numbers: residents felt heard, supported, and responded to in a timely way.
One of the most encouraging outcomes of the pilot was the level of engagement across age groups and abilities. While it is often assumed that older residents may struggle with AI, Richmond & Wandsworth found that thoughtful conversation design made the voice assistant accessible and effective for everyone. This proves that digital transformation does not have to leave anyone behind.
The introduction of AI also had a positive impact on staff workload. With administrative tasks reduced, occupational therapists and support teams could focus on more meaningful interactions with residents. Instead of spending time chasing updates or checking on devices, professionals were able to apply their expertise where it mattered most.
As councils across the UK seek scalable solutions to meet rising demand, Richmond & Wandsworth offer a glimpse of what is possible. AI can help public sector teams engage residents more proactively, respond more quickly, and operate more efficiently while maintaining a high standard of care.
We are proud to have supported this pilot and look forward to helping more local authorities unlock AI’s potential in citizen engagement.
Interested in bringing conversational AI to your council?