First public sector role for Amelia as Enfield Council deploys her to boost local services

3 minute read

The partnership represents the first role for Amelia in a public sector organization, and a significant milestone for Enfield Council in its overall digital strategy.

LONDON, UK, 16 June, 2016 – IPsoft today announced that Amelia, its technology platform, will be deployed to work within Enfield Council in a ground-breaking program to improve local service delivery across the North London borough.

Amelia is a virtual agent. Capable of analyzing natural language, she understands context, applies logic, learns, resolves problems and even senses emotions. She will be put to work within the Council later this year, with services due to be in operation from the autumn.

Amelia has the capabilities to make it easier for residents to locate information and complete standard applications as well as simplify some of the council’s internal processes. For example, the council is evaluating Amelia’s inclusion on the website to help guide people quickly to the correct information, employing Amelia to provide self-certification for planning and making it possible to authenticate applications for permits and licenses.

The partnership represents the first role for Amelia in a public sector organization, and a significant milestone for Enfield Council in its overall digital strategy.

Frank Lansink, CEO EU at IPsoft, commented:

“Public organizations around the world, and particularly in the UK, are under considerable pressure to deliver more with less. The consumer digital revolution has opened up interesting new service delivery routes for public bodies, but has also placed high expectations on them, as citizens desire a seamless digital customer experience.

“With the rise of powerful cognitive platforms such as Amelia, government organizations have an opportunity to completely reimagine how frontline public services are delivered. Organizations can not only unlock significant cost efficiencies as routine, high-volume tasks are automated, but, more excitingly, can unlock the full creative potential of their people.

“We’re delighted to be working with Enfield Council on this trailblazing program.”

Rob Leak, Chief Executive of Enfield Council, commented:

“This is a very exciting opportunity to deliver better services to residents, without increasing costs.”

James Rolfe, Enfield Council’s Director of Finance, Resources & Customer Services said: “Our approach to transformation embraces digital technology to find completely new ways of supporting residents, which, in turn, frees up valuable resources for reinvestment in front line services. Deploying IPsoft’s world-leading artificial intelligence is another major milestone in this journey.”

Leading organizations in the US and Europe are adopting Amelia in increasing numbers to perform a wide range of roles. For example, she has been trained to manage IT service desk queries for a European bank, manage invoice queries from suppliers for a global oil and gas company, provide policy guidance to mortgage brokers for a high street bank and assist front-line customer service agents for a large US media services organization.

To learn more about how Amelia can improve your operations and customer interactions, please visit

About Enfield Council

Enfield Council’s vision is to make Enfield "a better place to live and work delivering fairness for all, growth and sustainability and strong communities." Over the last four years we have made excellent progress in delivering this vision through a range of innovative initiatives whilst continuing to maintain high quality services that achieve high levels of satisfaction among residents.

This progress is built on Enfield’s many strengths: a diverse and growing population, a successful business sector with the potential to grow, an attractive natural environment with over 100 parks and a high performing council, working creatively with partners to deliver excellent services and address social issues. It has been achieved despite the most difficult financial situation in generations with austerity and extensive reductions in local government funding likely to continue for several more years.

Enfield remains a borough of contrasts. Despite improvements across many areas such as unemployment, educational attainment and some health indicators and good progress being made in our key regeneration projects including Meridian Water, Ladderswood Way, Ponders End and Highmead, our most deprived communities still experience inequality of opportunity and poorer quality of life.

Whilst funding from central government will continue to reduce for a number of years Enfield Council continues to deliver innovative solutions and lead the way with new technology to ensure residents continue to have access to high quality, targeted, value for money services. Our Coordinating Council approach and implementation of the Enfield 2017 programme will transform the Council to meet those needs now and in the future.

Our plans are ambitious but realistic. We will continue to tackle poverty and disadvantage and work with residents, businesses and partners so that Enfield continues on the road to prosperity. We want residents to be proud of where they live and for young people to look forward to a fulfilling future.

About Amelia

Amelia is one of the world’s largest privately held AI software companies and a global leader in Enterprise Conversational AI. The company’s technology is trusted by organizations across an array of industries to automate operations, improve customer experience and optimize business outcomes. Amelia’s platform develops and deploys AI tools that manage critical tasks and processes, enabling employees to be more productive and deliver better results while reducing operational costs. Consistently recognized by third-party analyst firms including Gartner’s Magic Quadrant 2023 as a market leader, Amelia has powered the voice operations of global Fortune 500 leaders including Telefónica, BBVa and BNP Paribas. Backed by strategic investments from the Build Group and Monroe Capital, Amelia is headquartered in New York City and serves customers globally through offices throughout the US, Europe and Asia Pacific.

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