New ZealandPublic sector2026 – ongoingAuckland Council
Ask Auckland Council issue-reporting assistant
Auckland Council reported that its AI assistant saved residents around 8 to 9 minutes per issue report
Problem
Residents found the council's reporting tools confusing. Reporting problems by telephone took longer than using its new digital channel.
Approach
The council launched a browser-based generative AI assistant for reporting local problems. It interpreted photographs, asked follow-up questions and created reports. For unsupported problems, it directed residents to council information.
Results
Takeaway
The assistant combined information gathering with report creation in the same interaction. The reported time saving compared it with telephone reporting.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
The council described an operational assistant that collected details and generated issue reports. It reported more than 4,000 submissions and around 8 to 9 minutes saved against telephone reporting.
Full details are in the original sources.
