The AI Assistant, powered by Microsoft Copilot, is part of a broader strategy to modernise the Council’s website and digital tools, ultimately improving the customer experience for residents across Croydon.
Croydon Council has launched a new AI-powered digital assistant as part of a pilot scheme aimed at improving how residents access council tax information online. The trial, now live on the council tax billing and support web pages, is designed to help residents get answers to their queries faster and with greater ease, without having to pick up the phone or trawl through pages of information.
With over one million contacts received by the council annually, the need for more efficient digital support has never been greater. The AI Assistant, powered by Microsoft Copilot, is part of a broader strategy to modernise the Council’s website and digital tools, ultimately improving the customer experience for residents across Croydon.
“Our AI Assistant is just one of the ways in which we are changing the way we work at the Council to improve the services we offer our residents.”
Jason Perry, Executive Mayor
The new tool has been tested extensively, with early trials showing promising results. According to the Council, the assistant has been able to provide accurate answers to over 80% of user queries during its testing phase. This kind of performance signals the potential of AI to support local government services in a way that is user-friendly, efficient, and responsive to residents’ needs.
Executive Mayor of Croydon, Jason Perry, welcomed the development as part of the council’s ongoing efforts to reform how it delivers services. “Our AI Assistant is just one of the ways in which we are changing the way we work at the Council to improve the services we offer our residents,” he said. “We want to make it quicker and easier for them to find the information and advice they need, when they need it, so we are improving our website and online services.”
He also emphasised that the tool is not intended to replace human contact but to complement existing services. “As well as introducing new digital tools, we are improving our customer experience across the board. And if more people can find the information they need online, this will free up officer time to support people who need extra help.”
One of the key advantages of the AI Assistant is its ability to search the website in real time, providing residents with quick and accurate responses to frequently asked questions about council tax, such as how to set up payments, apply for discounts, or understand billing information. For those who prefer to browse the site on their own or speak to someone directly, those options remain unchanged. The AI Assistant simply offers an additional, faster route to help.
Importantly, the council has made it clear that this trial phase will include ongoing feedback collection. Residents are encouraged to use the assistant and share their experiences, which will help shape the development of the tool. If successful, the AI Assistant could be rolled out across other council services in future, making it easier for Croydon’s residents to interact with the Council online, at a time and pace that suits them.
In addition to enhancing user experience, the assistant is expected to reduce pressure on call centres and customer service teams by handling routine queries, allowing council staff to focus more on complex cases and those requiring higher levels of support.
The AI Assistant pilot reflects Croydon’s wider digital transformation ambition—one that balances innovation with accessibility and ensures that residents feel supported, empowered, and informed at every step.
As this pilot progresses, the Council will continue to work closely with the community, ensuring the technology evolves based on real feedback and real needs—demonstrating that digital innovation, when done right, can make public services more human than ever.
