Firms invited to test automation services as part of council customer service drive
Birmingham City Council is calling on local businesses to help shape the future of customer service by taking part in user testing for its new Voice Automation and chatbot technology.
The council hopes it will be a key step towards faster, more efficient support for services such as business rates, billing, payments, and Business Improvement Districts (BID) Levy enquiries.
These digital tools are designed to help residents and businesses resolve common queries more quickly, freeing up council agents to focus on complex cases.
But to ensure the technology is accessible, intuitive, and genuinely helpful, the council is working closely with its user research team to gather insights directly from those who matter most: the people who use the services.
The council is inviting businesses to take part in short 30-minute research sessions, either via Microsoft Teams or in person.
During the session, participants will walk through realistic scenarios using the new voice and chatbot features.
The team will observe how the system responds, assess ease of use, and gather honest feedback.
Sessions are flexible and can be arranged to suit business schedules. Alternatively, the Council is open to joining an upcoming Chamber event to run group sessions.
Councillor Saima Suleman, Birmingham City Council cabinet member for Digital, Culture, Heritage and Tourism said: “As part of our customer services strategy, we’re developing new technology to improve our interactions with residents and businesses alike – but it’s vital we get it right. That can only be done with feedback from the people who use the services.
“We want to hear from business users themselves. Their feedback will help us refine how the system works, identify pain points, and improve the experience before launch, ensuring we provide a service that is efficient and fit for purpose.”
To register your interest please contact Donna Roberts at donna.roberts@birmingham.gov.uk.
