Content

Clarification to be provided on the discretionary housing
payment data, and explanation of how tables interact;
Note reduction in call wait time (from 14 -5 minutes) and
reduction in abandoned calls following closure of Service Points
and the staff allocation to the Contact Centre – which will
be show in the next quarter reporting; and
Note (a) Chatbot will improve from 50.6% “success”
as additional information provided by services and as function of
its iterative learning, and (b) that “unsuccessful”
Chatbot calls are diverted to a human operator