Customer Case Studies

Learn how public sector organisations across local government, central government, higher education and healthcare have benefited with solutions from ICS.AI. Discover the real world benefits being realised as part of digital transformation journeys powered with conversational AI.

Derby City Council

Derby City Council delivers UK's first unified AI operating model for local government, identifying £7.5m in savings and 24/7 service.

Telford and Wrekin Council

Telford & Wrekin Council's AI assistant 'Ask Tom' achieves 99% satisfaction, 45% call reduction, and 24/7 service for residents.

Renfrewshire Council

Renfrewshire Council, first in Scotland with AI assistant Millie, handles 392,000+ calls with 40% resolution and 24/7 service.

Coleg y Cymoedd

Coleg y Cymoedd's AI assistant A.R.N.Y. delivers £5.9m impact with record 4,950 enrolments and bilingual 24/7 support.

Nottingham Trent University

Nottingham Trent University's AI assistant 'Trent' handles 90-95% of enquiries for 40,000 students with 8-person team.

South Norfolk and Broadland District Councils

AI set to cut wait times for 273,600 residents in trial at South Norfolk and Broadland District Councils

Southampton City Council

Southampton City Council's AI assistant 'Sobot' handles 30,000+ interactions with 90%+ success rate and 24/7 service.

Basingstoke and Deane BC

The council's investment in conversational AI, from market leaders ICS.AI, is a core component of their move to being digital by default.

Broxbourne BC

Broxbourne Council's AI assistant BOB answers 4,000+ resident queries 24/7 with 14,000+ topics, reducing call centre workload.

HPFT NHS Foundation Trust

HPFT's AI assistant Balm triages therapy patients, improves service matching, and enables 24/7 self-service engagement.

Lichfield District Council

Lichfield Council's AI assistant SAM achieves 85%+ accuracy on 1,000+ topics with 24/7 service in 90+ languages.

New College Lanarkshire

New College Lanarkshire uses AI/ML models to transform student retention, identifying at-risk students for early intervention.

Lewes & Eastbourne Councils

Lewes & Eastbourne Councils' AI assistant Ellis achieves 95% success handling 75,000+ queries with 24/7 omnichannel service.

ICO

ICO's AI assistant processes 360k queries with 97% accuracy, deflecting 5k emails monthly and reducing contact volumes 25%.

NTT

ICS.AI partners with NTT to deliver voice AI for UK councils, handling 2,500+ monthly calls with 24/7 service availability.