Auckland Council is embracing cutting-edge technology to enhance its customer experience with the launch of a new AI-powered digital assistant, ‘Ask Auckland Council’.

The initiative, underpinned by Google Cloud technology, aims to simplify how Aucklanders access council services and information across multiple digital platforms.

The pilot program, funded by Google Cloud and developed in partnership with Deloitte, will be trialled as part of a new phase of innovation led by the council’s Group Shared Services division.

Presented at the Revenue, Expenditure and Value Committee meeting in February, the technology is expected to revolutionise how Aucklanders interact with the council, providing quicker, more efficient access to information.

“It’s incredibly positive to see Auckland Council leading the way with new technology and innovation that holds great potential to deliver better service for all Aucklanders, at no cost to the ratepayer,” says Deputy Mayor Desley Simpson.

“The scale of this makes it one of the largest applications of this technology in New Zealand and could be leveraged by other councils too.”

The digital assistant will assist users in finding the information they need by centralising access across all council platforms.

With over 1.5 million calls received annually by Auckland Council, and a large amount of region-wide services and information available online, navigating the council's systems can be a challenge for many.

Ask Auckland Council will significantly reduce the effort involved in locating services and resources, providing Aucklanders with a seamless experience.

"We are thrilled to work alongside Auckland Council and Deloitte to help make information about public services more accessible for Aucklanders," says Paul Dearlove, head of Google Cloud, New Zealand.

"By harnessing the power of Google Cloud’s AI platform, we are helping empower Aucklanders to easily find the information they are after, creating a more seamless and intuitive experience across Auckland Council's digital platforms."

Auckland Council’s group shared services director, Richard Jarrett, explained that the technology is still in its prototype stage and will undergo careful testing to ensure its effectiveness.

“Shifting from prototype to testing with Aucklanders is the next planned phase,” says Mr Jarrett.

“Providing a single channel that is user-friendly and navigates our multiple websites will benefit Aucklanders, particularly when looking for information or help.”

While the pilot will initially be in English, the long-term goal is for the tool to support multiple languages, reflecting New Zealand’s diverse, multicultural population.

The council aims to introduce the tool in the country’s three official languages—English, Māori, and New Zealand Sign Language—before expanding further.

“Over time, we will introduce additional languages, so it becomes a multilingual digital assistant that enables our customers to provide us with feedback, access the right information, and connect with the right council service,” says Mr Jarrett.

The Ask Auckland Council assistant is expected to launch later this year, promising a more efficient, customer-friendly experience for Aucklanders and visitors alike.

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