To approve the procurement of a ChatBot (via the Crown Commercial Service's G-Cloud 12 procurement framework) as new functionality for the Council’s website, and WISH, in order to ensure more customers can self-service to meet their needs.

A sophisticated ChatBot will also enable integration to smart devices enabling citizens to access key Council and community information via platforms such as Google Home, and Amazon Alexa.

That:

(a)  To procure a ChatBot for the council’s corporate and WISH websites employing artificial intelligence, machine learning, natural language processing, up to the contract value of £158k, with contract award made in consultation with the cabinet member finance and corporate services.

1.         Do nothing.  This option risks our ability to successful provide information to Herefordshire’s citizens based on increased demand on our customer services teams and other services which currently answer a significant number of calls and emails.

2.    Procure a less sophisticated ChatBot or NavBot.  The council website has used a NavBot since April 2020 and while it supports customers navigate the website it is not sophisticated enough to significantly reduce demand on customer services