Richmond and Wandsworth Councils have successfully trialled an AI-powered voice assistant to improve service efficiency and resident engagement. Developed by Tovie AI, the technology has enhanced two key service areas: occupational therapy waiting list management and care technology device recovery.
Enhancing public services with AI
The pilot programme aimed to streamline communications with residents. In occupational therapy, the AI assistant automated outreach, collected status updates, and helped prioritise service delivery. For care technology, it ensured devices were in use, provided troubleshooting support, and reallocated unused equipment to those in need.
Significant results
The AI-driven system delivered measurable improvements:
- Occupational therapy management: 74% of calls successfully gathered essential information, reducing therapists’ administrative workload and enabling faster responses to urgent cases.
- Care technology device recovery: 77% of calls confirmed whether devices were in use or available for redistribution, cutting manual effort and optimising resource allocation.
By handling hundreds of calls at once, the AI assistant relieved staff of routine tasks, allowing them to focus on direct resident support. Built-in safeguarding features ensured urgent cases were escalated immediately.
Inclusive engagement
Despite initial concerns that AI might favour younger users, the pilot demonstrated that with well-designed interactions, age and physical health had no impact on engagement levels.
Transforming public sector communication
Violina Harpar, Occupational Therapy Service Manager at Richmond & Wandsworth Councils, praised the initiative:
“AI has significantly improved how we collect and update information, streamlining the review process for our skilled staff. By reducing administrative work, therapists have more time for direct resident care, which enhances service quality.”
A vision for the future
Joshua Kaiser, CEO of Tovie AI, highlighted the broader implications:
“This pilot shows that residents are ready to engage with AI for seamless communication with their council. As populations grow and age, AI-powered solutions will be essential for councils across the UK to maintain efficient, high-quality services.”
With this successful pilot, Richmond & Wandsworth Councils have set a precedent for AI-driven public sector transformation, paving the way for broader adoption across local government.
