Venn Group is working with a Local Authority to recruit an Interim Business Analyst, to support the development and deployment of a new AI Assistant tool for Customer Services that has been developed in Microsoft Copilot.
The council has successfully completed a proof of concept with the current product focussed on improving users access to information, advice and guidance - with the new tool planned to be accessible via the corporate website.
This engagement is to oversee the development of the product through alpha and beta testing through to "live" deployment.
Key Information:
- Length: to end of May 2025
- Rate: £500 umbrella
- IR35 Status: Inside
- Location: Croydon, London
- Working pattern: weekly attendance onsite required
Responsibilities:
- Manage the setup and operation of the AI assistant pilot and move from alpha through delivery of the Beta testing phase, with intention to move to full implementation and go live
- Set the foundations for scaling MS Copilot Studio and AI capability for other use cases, such as knowledge management and AI transcription
- Provide and facilitate the "human in the process" governance arrangements to ensure safeguarding and other sensitive issues have safe fixed responses from the AI assistant tool
- Work will include continuing user testing, analysis of the quality of AI responses, coordinate how service areas improve the quality of AI assistant responses and source data
- Work with technical internal developers to enhance LLM to develop better quality and reliable, safe responses
- Identify error responses that need service areas to supply website updates and escalate where these are not provided to agreed schedules
- Review user feedback responses and CSAT scores to inform data analysis and enhance AI responses
- Work with customer contact teams to identify changing call volumes to understand the impact and benefit realisation of the new AI tool
- Manage, review and analyse data analytics provided from the AI assistant tool which will incorporate measuring the success of the tool to reduce calls and improve customer experience
- Assist in the setup and operation of the new governance arrangements which will include coordination and data production/analysis to be reviewed by the new AI Support Forum
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