Route 101 to Modernize Lewisham Council’s Contact Centre

Lewisham Council is giving its contact centre an AI-powered upgrade, partnering with Route 101 to modernize how residents access local services.

The project will see the Council replace its existing contact centre technology with a cloud-based platform built on NiCE CXone, supported by Gamma connectivity.

The new system is intended to help the Council manage demand, simplify customer journeys and improve operational efficiency while supporting its wider digital transformation plans.

Conversational AI to Simplify Resident Enquiries

A central part of the project involves deploying Cognigy Conversational AI to support the Council’s switchboard.

Rather than navigating traditional menu-based options, residents will be able to describe the service or individual they need and be directed to the appropriate department.

The technology is designed to reduce unnecessary call transfers, improve first-contact resolution and help residents access services more quickly.

By automating routine enquiries and improving call routing, the Council also aims to free up staff to handle more complex cases requiring human assistance.

Fiona Virtue, Head of Public Sector at Route 101, said:

“Local authorities are under increasing pressure to deliver excellent services while managing growing demand and finite resources. By combining cloud technology, AI and automation, Lewisham is creating a platform that can improve accessibility, simplify citizen journeys and help staff focus where they add the greatest value.”

Supporting Lewisham Council’s Digital Transformation

The partnership forms part of Lewisham Council’s wider efforts to improve accessibility, digital inclusion and service delivery for residents.

The cloud-based platform is also intended to provide the flexibility to adapt to changing demand and future service requirements.

Commenting on the implementation, Virtue added:

“The speed of the initial deployment reflects the strength of the partnership between Lewisham Council and Route 101, alongside the maturity of our implementation approach. We’re proud to be supporting Lewisham as it puts cloud and AI technology into practice in ways that can make a meaningful difference for residents and council staff.”

The project represents a further example of a local authority adopting conversational AI to manage resident enquiries while maintaining access to staff for more complex support needs.

Author: Alice Cuerden

Reviewed by: Jo Robinson