What challenges did West Sussex County Council face before AI implementation?

The council needed to improve resident services while reducing contact center costs and accelerating employee access to vital documents. They sought to leverage AI and generative AI to drive efficiencies and improve public service delivery across multiple channels and departments.

What was the impact of the AI solution?

Delivered faster and more accurate responses to residents, improving experience and satisfaction. Reduced pressure and cost on contact centers by automating repetitive queries with AI chatbots. Improved council employee efficiency with AI-powered document search and task assistance using generative AI agents. Established foundation for broader AI adoption in public services with demonstrated cost savings and operational improvements.

Source

GCP

West Sussex County Council AI-powered Resident Services and Internal Efficiency

Use case typeConversational supportUpdated Jun 13, 2026

West Sussex County Council partnered with Yosh. AI to deploy Google Cloud generative AI technologies including Contact Center AI Platform, Dialogflow, Vertex AI, and Gemini to enhance resident services and internal efficiency. They developed AI chatbots to determine eligibility for social care services, reducing contact center traffic and improving resident experience. Implemented multiple AI agents (14 reported) to assist council employees with quick access to policy, procedures, and other critical documents. The initiative enabled faster, more accurate responses for residents, cost reduction for contact centers, and improved productivity through generative AI automation across various council departments.

Organization: West Sussex County Council
Industry: Public Sector
Location: United Kingdom

Reported outcomes

Strategic outcomes

Customer experience & trustImproved resident response qualityCost efficiencyReduced contact center pressure and costsEmployee experienceImproved employee document access efficiencySpeed & agilityEstablished foundation for broader AI adoption

Primary read

Use case focus

Showing 3 of 3

1Conversational AI
2Generative AI
3Public Sector Service Automation

The council needed to improve resident services while reducing contact center costs and accelerating employee access to vital documents.
They sought to leverage AI and generative AI to drive efficiencies and improve public service delivery across multiple channels and departments.

Selected Google Cloud as cloud platform and partnered with Yosh.AI, a Google Cloud partner specializing in generative AI for contact centers and enterprise automation.
Implemented conversational AI and gen AI agents using Dialogflow, Contact Center AI Platform, Vertex AI, and Google Cloud generative AI models such as Gemini to power chatbots and internal assistants.
Data-driven strategy identified key quick-win scenarios such as eligibility chatbots and assistant tools to boost employee productivity and resident engagement.
Continuous scaling of AI agent usage showed tangible improvement in service and cost efficiency.

Technologies

Contact Center AI Platform Dialogflow Conversational Agents Vertex AI Google Cloud generative AI models Gemini

Delivered faster and more accurate responses to residents, improving experience and satisfaction.
Reduced pressure and cost on contact centers by automating repetitive queries with AI chatbots.
Improved council employee efficiency with AI-powered document search and task assistance using generative AI agents.
Established foundation for broader AI adoption in public services with demonstrated cost savings and operational improvements.

Implementation partners1

Yosh.AI

Sources & evidence1

Groundedness: 4/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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