Ami Chatbot

Role

Capita plc (‘Capita’) provides back-office services to Barnet Council under contract. These services include IT and customer services. This contract focuses on supporting Barnet Council by enhancing its digital capabilities and providing services that residents and businesses interact with every day. In line with Barnet Council’s Resident Experience and Digital Strategy and Capita’s Advance & Evolve function, the Ami chat bot has been deployed by Capita in to the AWS Contact Centre managed by Capita to provide a better customer experience by signposting customers 24/7 to the information or service they need on Barnet Council’s website without requiring staff interaction. Ami Ltd supplies conversational AI under contract to Capita to fulfil their contractual agreements to provide customer services to Barnet Council.

Procurement procedure

Competitive procedure with negotiation

Data access terms

Capita plc provides customer services to Barnet Council and has full data access in order to fulfil the service requirements. Ami Ltd will implement the Ami software onto the Barnet Council website. Ami staff as well as the Barnet/Capita project team will have access to the data being collected via the Ami dashboard. There will only be a window of time where this data might contain personal data (i.e., IP address, or where customer volunteered unsolicited personal data) prior to the redaction process, which at its longest would be 90 days. Handling and processing of personal data by the Ami development team is restricted in the live production infrastructure. No personal data is extracted or used outside of the AWS production setup. As such, all personal data is protected by the physical controls in place at AWS data centres.