The automated voice/telephony system

I hereby request the following data regarding the performance of this system:

1.Total Complaints: The total number of formal and informal complaints received regarding the automated voice/telephony system in the last 12 months.

2. Abandoned Call Rates: The total number and percentage of calls terminated by the caller before speaking to a representative since the system's installation.

3. Human Diversion Rate: The percentage of callers who successfully reach a human agent versus those who are disconnected or kept within the automated menu.

4. Cost and Implementation: The total cost of installing and maintaining this specific automated system to date.

5.A copy of the "Accessibility Impact Assessment" conducted prior to the implementation of this voice-recognition system.

1. There were 5 formal complaints received regarding the automated voice bot in the last 12 months (since April 2025).

2. Since the automated bot was implemented in May 2024, the total number of abandoned calls for the lines on which it supports equals 21163, this equates to 8%.

3. Approximately 30% of callers disconnect within the automated bot either through: The remainder are passed successfully to an advisor either via request or due to technological recognition of requirement.

4.   This information is Commercially sensitive

5. The Council does not hold a record specifically titled “Accessibility Impact Assessment.” However, the Council does carry out Equality Impact Assessments. Please let us know if you wish to request this information. If you do require this information, it would be treated as a new Freedom of Information request and responded to accordingly.