Richmond & Wandsworth Councils Transform Public Services with Tovie AI's Voice Tech

[03/24/2025, London] Tovie AI, a UK-based generative AI company, has completed a breakthrough voice AI pilot with Richmond & Wandsworth Councils, demonstrating the tangible impact of AI-driven automation on public service efficiency. This project's results prove the effectiveness of AI-powered voice assistants in managing large-scale communications.

The pilot focused on two high-demand areas:

Occupational therapy waiting list management: The AI assistant accelerated the process by contacting residents, collecting status updates, and improving prioritisation for service delivery.

Care technology device check-in, troubleshooting and recovery: The voice AI solution contacts residents who have been provided with devices, ensuring they are being used and offering troubleshooting assistance. If a device is not in use, the information from the call is used to update information and reallocate the device to others in need where appropriate.

The results speak for themselves:

Occupational therapy management:

An impressive 74% of successfully made calls, gathering the necessary information and prioritising people who draw on care and support

Significant reduction in administrative burden

Improved response times and prioritisation for urgent cases

Through this project, the councils keep residents informed, ensuring they feel acknowledged and supported

Care technology device recovery:

77% of the calls successfully identified whether the devices were in use or could be reallocated to other residents.

Automated device check-ins reduced manual workload and ensured more efficient resource allocation.

Real-time troubleshooting minimised service disruptions for residents.

A significant amount of time is freed up for highly qualified staff, allowing them to focus on personally contacting residents instead of handling administrative tasks, which people truly appreciate

The bot was designed to engage a wide range of users. While the councils initially considered whether younger individuals might interact more easily, results showed that with the right conversation design, age or physical health did not impact engagement

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

By handling hundreds of calls concurrently, the AI assistant significantly reduced the staff workload while ensuring timely engagement with residents. Safeguarding protocols enabled the AI system to flag urgent cases immediately, expediting appropriate responses.

"Richmond and Wandsworth Councils have shown real leadership in adopting AI to enhance resident services," said Joshua Kaiser, CEO at Tovie AI. "Public perception of AI has evolved rapidly as personal use becomes more widespread, and this pilot demonstrated just how willing people are to engage with AI for seamless communication with their council. As populations grow and age, councils across Britain will find that investing in AI-powered solutions isn't just an advantage-it's a necessity for delivering efficient, responsive public services."

Tovie AI's technology leverages advanced speech recognition and Natural Language Understanding (NLU) to ensure natural and efficient interactions. The AI assistant skilfully navigates conversations, making people feel more comfortable sharing personal and sensitive information. This reduces reliance on human operators for routine inquiries, allowing service teams to focus on tasks that require specialised OT or social care skills, as they are trained to handle.

This successful deployment highlights the growing importance of AI-driven digital transformation in local government. By proving the efficacy of voice AI in real-world applications, Tovie AI is paving the way for broader applications across public sector services, ensuring greater more regular and efficient communication with residents and better satisfaction.

For a detailed breakdown of the case study and additional Tovie AI solutions, visit our website. https://bit.ly/4hFFgsj

London
128 City Road London EC1V 2NX
+44 20 4577 1007

For all press inquiries and to arrange an interview, please contact Daria Fomin at d.fomin@tovie.ai.

About Tovie AI

Since 2018, Tovie AI has been a trusted digital transformation partner in enterprise companies for Conversational and Generative AI automation. We'll be happy to help you begin your digital

transformation journey. We simplify AI adoption for enterprises across industries including Financial Services, Oil and Gas, and the Public Sector, which are available across various devices and channels.

Tovie AI understands the importance of emerging tech like AI 2.0, ChatGPT, LLM and Generative AI and invests heavily in research to harness their power for businesses and customers.



About Richmond upon Thames Council

Richmond upon Thames London Borough Council is the local authority for the London Borough of Richmond upon Thames in Greater London. With a population of 198,019, it is divided into 18 wards and elects 54 councillors every four years. Their Digital Strategy outlines their commitment to harnessing emerging digital technologies that provide significant new opportunities for public service transformation and efficiency.



About Wandsworth Council

Wandsworth London Borough Council is the local authority for the London Borough of Wandsworth in Greater London, which has an estimated population of 329,677. Wandsworth is divided into 20 wards, each electing three councillors. Their Digital Strategy outlines their commitment to harnessing emerging digital technologies that provide significant new opportunities for public service transformation and efficiency.

This release was published on openPR.