Richmond & Wandsworth Councils Elevate Public Services with Tovie AI’s Voice Tech

March 25, 2025

1 min read

Dasha Fomin

Tovie AI is proud to announce the successful completion of a voice AI pilot with Richmond & Wandsworth Councils. The pilot showcases how AI-driven automation can transform public service efficiency. This initiative highlights how AI-powered voice assistants can accelerate large-scale communications with residents.

Public services meet AI

Richmond & Wandsworth Councils leveraged Tovie AI’s conversational AI to enhance two critical service areas:

  • Occupational therapy waiting list management: Automating resident outreach, collecting status updates, and improving prioritisation for service delivery.
  • Care technology device check-in and recovery: Ensuring devices are in use, offering troubleshooting support, and reallocating unused devices to those in need.

Measurable impact

Occupational therapy management:

  • 74% of calls successfully gathered the necessary information, enabling better service prioritisation.
  • Significant reduction in administrative workload for occupational therapists.
  • Faster response times for urgent cases.
  • Improved resident communication, ensuring they feel supported and acknowledged.

 

Care technology device recovery:

  • 77% of calls successfully identified whether devices were in use or available for reallocation.
  • Automated check-ins reduced manual effort and optimised resource allocation.
  • Real-time troubleshooting minimised service disruptions.
  • Freed up time for highly qualified staff to focus on direct resident interactions instead of administrative tasks.

Driving engagement across all demographics

While councils initially considered whether younger individuals would engage more easily with AI, results proved that with thoughtful conversation design, age and physical health had no impact on engagement levels.

Transforming public sector communication

As Violina Harpar, Occupational Therapy Service Manager at Richmond & Wandsworth Councils, stated: “The pilot demonstrates that AI can significantly improve the communication process, including how information is collected, updated, and streamlined for review by skilled staff. By reducing the administrative work that occupational therapists need to perform, it creates capacity for them to increase residents’ contact time and focus on their core OT skills. This showcases how AI can transform the delivery of services in the public sector.”

 

By managing hundreds of calls simultaneously, the AI assistant reduced staff workload while ensuring timely engagement with residents. Built-in safeguarding protocols allowed the AI to escalate urgent cases immediately, ensuring rapid responses.

 

A vision for the future

“Our collaboration with Richmond & Wandsworth Councils demonstrates how AI can enhance public services by improving efficiency and responsiveness,” said Joshua Kaiser, CEO at Tovie AI. “Public perception of AI has evolved as its use becomes more widespread, and this pilot shows that people are ready to engage with AI for seamless communication with their council. As populations grow and age, councils across the UK will find AI-powered solutions essential for delivering efficient, high-quality public services.”

AI-powered innovation for local government

This success story underscores the growing role of AI in public sector transformation. By proving the impact of voice AI in real-world applications, Tovie AI is setting the stage for broader adoption across local government, ensuring smarter, more efficient public services.

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