Cecilia chatbot

Have a question for us or need to find out more - try our new pilot chatbot. Our chatbot is called Cecilia and can assist with common enquiries about waste and recycling and Live Well services. So if you’ve got a quick question, have a chat with our bot and see how it can help you.

Why it is a pilot

We have introduced Cecilia as a pilot to allow us to get feedback on how customers will react to the chatbot and also gather feedback on what subjects and features our customers might like to see introduced, before extending its use across the website and introducing as an additional channel.

What is a chatbot?

A chatbot is an artificial intelligence (AI) digital assistant. The program is designed to simulate human conversation using pre-calculated responses to common customer questions.

How you can ask Cecilia a question

Simply click on the image on the right-hand side and choose from the menu options. The chatbot will then take a couple of seconds to respond with the answer.

Why we have introduced Cecilia

We’ve introduced the pilot chatbot to help our customers get answers to their questions quickly, easily and whenever they want. We are encouraging customers who are willing and able to contact us via our digital services in the first instance. This includes online forms and now the chatbot. This will help free up our phone lines to deal with our vulnerable customers, those unable to contact us digitally and those with complex enquiries.

When it can be used

The chatbot is available on the following webpages 24/7.

What you can ask

For our initial phase we have provided a conversational chatbot which means you simply select from the menu options.

We hope to extend the range of subjects in the future, and provide options to ask the chatbot questions. You can contribute by completing our feedback form.

If you don’t get an answer to your question

In the first instance try searching the website. If you still receive no answer as the question is complex then it may require human intervention from one of our advisors. Please note our advisors will only be able to assist within office hours of 8.30am to 5pm, Monday to Friday (excluding bank holidays).

How you can contribute

We would welcome your feedback on the pilot chatbot and what subjects and areas you would like to see included.

Provide feedback on Cecilia