By Kasturi Datta |
Westminster City Council in London, UK, is using AI agents built on Microsoft 365 Copilot studio and Microsoft 365 Dynamics Contact Centre platform to handle large quantities of incoming queries and improve customer service.
The council is using chatbots built on Copilot Studio to handle initial queries. The chatbots are programmed to record all details of the call and its context to maintain accuracy and eliminate the need for the caller to repeat themselves. With Dynamics’ Contact Centre platform, the council can collate call data, website activity and case notes to make handovers between staff seamless and reduce risk of missing information.
Since implementing the new system in September 2025, the chatbot has handled 33,400 queries and resolved 89.5 per cent of them without the need for human assistance.
The Borough of Westminster is home to more than 200,000 residents which averages to around 500,000 incoming queries and requests a year with the majority over the phone.
With a real-time transcription tool and AI-generated summaries, Westminster Council has reduced ‘wrap-up time’ – the time spent finishing notes after a call – from three minutes down to two.
“That’s, 500,000 minutes saved a year,” said Nadia Alie, head of customer service at Westminster City Council. “Delivering projects like this is not about the technology, it’s about reducing the friction that residents experience and it’s about improving their lives.”
Amanda Sleight, general manager of sales at Microsoft UK said: “It’s great to see a very busy council like Westminster using Microsoft’s AI-powered technologies to remove friction points for residents and offer them a better service. The time saved on routine tasks is freeing up staff to help vulnerable people more effectively and successfully address more complex cases.”