cycle tramp wrote: ↑16 Jan 2025, 8:05am
PDQ Mobile wrote: ↑14 Jan 2025, 10:27am
I can't see that AI with it's associated cost is more effective at predicting when peak times on a help line or other council service will occur.
A simple manual look at the records or even, heaven forbid, ask the people concerned will do the same job.
It's not rocket science.
Additionally you say the council "never paid for any call handlers it didn't need" but that arguably led to longer waiting times for the public trying to phone in.
Can't see it could be otherwise.
.........
On the related theme of Ai fixed potholes.
There is locally a small housing estate that uses a small steep road as access.
This section of the steep road has ground water flowing down it- since forever.
All the infrastructure is in place to contain and catch this water but leaves block the main grid adjacent to the estate access point and as a consequence it becomes seriously icy across the whole road downhill in freezing conditions.
Every day in such conditions the council send a lorry to salt the section and every day the water washes the salt away and so on and so forth.
It is the economics of the madhouse.
(Road sweepers are rare as hen's teeth here)
Neither the council ( or any of the residents) have the nouse or inclination to spend 5 minutes using a shovel and broom to remedy the issue.
No amount of AI will solve this kind of problem.
It is a simple problem that needs a simple solution.
Er.. I think its clear from your reply, that you don't have first hand experience of working in a contact centre....
The call prediction system, broke the call numbers down over 15 minutes segments, using real time figures, adjusted by a an average taken over both weekly, monthly and yearly figures, over six different contacts telephone lines.. it also updated our rotas, pulling forward our break and lunch times if the telephone calls were lower than expected and pushing them back if call waiting times increased. The prediction system also allowed for call handlers to have specialities (such as non domestic rates, and so on). As a result waiting times fell after the system was introduced without the need to employ anyone to 'look through the manual figures'..
..as a response to the last item, why didn't the residents clear the drain themselves, if it only took 5 minutes ? Or failing that, yourself? - if you can see that it is a problem and none else is doing it, then why not do it yourself? Be the solution that you want to see - to paraphrase Gandhi.
In icy conditions, I salt the pavement outside my property (mixture of unused wood pellet cat litter and salt) and i plant trees in my spare time to assist wildlife - this year I'm hoping to build bird boxes.
You are right, I do not have first hand experience of call centres, but it doesn't mean that I still can't see why peak periods can't be correlated by simply keeping records and a human putting into place more staff to cover.
It seems to me that that if you absolutely "fine tune" such a system then any slight unexpected change will lead to longer waiting times for anyone trying to get in touch because there's no spare capacity
Slight changes do happen and it is my view that waiting times for getting a reply on almost any helpline have gone up in the last 20 years, not down.
Which can lead to certain conclusions.
As for the grid, actually I have cleared it with a brush and shovel (I have a nice shiny one!) -many times too. It is therefore a solution to a problem that I know works.
Once the local councillor, who lives in said estate said he didn't like to see me doing it!!
However I live several miles away and while I will happily do my share of road cleaning I do have a certain amount of road cleaning nearer to hand.
I do that most of the time and near section of local road lis draining well thank you.
It takes time and I like to see clear and do it willingly.
There are more residents than just me!!
The case in point is that the council are happy to send a lorry with salt every day with the associated cost to us council tax payers rather than either get a guy with a broom and shovel to tidy up or get a mechanical road sweeper to do it.
(A phone call to the highways department will result in an automated answering response- and no action! We haven't had a road-sweeper lorry in the remoter hill roads for over a decade.)
If you were the salt lorry driver YOU might get out and do it yourself but I guess these local guys are thick as mince.
Or maybe Pete75 is quite right when he says, "What suprises me is there are still so many misguided fools around who think that local authorities exist to benefit the public. That may well be the theory, but in practice they're there to benefit the staff."
....
Anyway just off to do a bit of manual labour - it's a lovely day, (though it did freeze a bit and I expect the salt lorry came- a mere whiff of frost and they dump their foul load down there).