Case Studies | Wyndham Council Ai
Wyndham City Council + inGenious AI: Scaling CX with Zero Risk AI
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About Wyndham City Council
Wyndham City Council is one of Australia’s fastest-growing municipalities, serving a large and diverse community with significant demand for digital and multilingual support. With limited staff and increasing service volumes, Wyndham sought innovative ways to maintain high service standards while improving operational efficiency and customer experience (CX).
Challenges
- High service demand: Rapid population growth and a multilingual community led to
- a surge in customer queries.
- Limited resources: A small customer service team needed to handle an expanding
- workload efficiently.
- Data protection: The Council required an AI solution that complied with strict privacy and data security standards, ensuring no identifiable customer data was shared.
- Complex handovers: Many queries required human intervention, but handovers lacked context, making responses slower and less efficient.
Solution
Expanding a partnership with inGenious AI, Wyndham City Council deployed a solution designed specifically for government and enterprise use.
Key components included:
- TrueIntent: Accurately interprets customer intent, even in long or multilingual messages.
- TrueAction: Automates handover summaries, capturing key details and sentiment for smoother transitions to human agents.
- Zero Risk AI framework: Guarantees safe, compliant AI deployment with full data protection.
- Enterprise-grade security: SOC2 and ISO 27001 certified, with data fully contained within Australian boundaries.
The rollout took just two weeks from pilot to full deployment.
“It’s a win all around, we’re achieving our goals and expanding our service. inGenious AI is always thinking ahead, focusing on the bigger picture and how our customers will benefit.”
Stephanie Balazs, Wyndham City Council
Results
- 30% reduction in handovers to human agents
- 30% decrease in misunderstood queries
- +90% accuracy in providing the correct answer
- Agents benefit from instant context and faster resolutions
- inGenious AI is a reference platform for other councils exploring AI adoption
Impact
Wyndham City Council has transformed its digital service delivery with measurable improvements in customer satisfaction and operational efficiency.
- Customers receive faster, more accurate responses.
- Staff can focus on complex, high-value queries rather than repetitive tasks.
- Confidence in AI has grown across departments, positioning Wyndham as a leader in local government digital transformation.
“We’re now at the stage of integrating additional departments and developing stand-alone AI agents to help minimise the need for team expansion on repetitive tasks.”
Stephanie Balazs, Wyndham City Council
Small team enabling exponential growth
The enhanced accuracy of TrueIntent, combined with the strong collaboration and support from inGenious AI, has enabled Wyndham’s small team to manage growth that once required several full-time staff.
This partnership has allowed Wyndham to deliver faster services to the community without increasing costs or wait times. As a result, Wyndham now serves as a reference site for other Victorian councils exploring safe, scalable AI adoption.
Building confidence for future AI adoption
Incorporating these features has changed Wyndham’s approach to future AI implementation. The team now clearly sees what’s possible and feels confident adopting new AI Agent features.
Beyond immediate gains, the successful implementation was a gateway to broader digital transformation. Wyndham is exploring AI Agents for additional services and departments.
Manage growth without risk.
Ask inGenious AI what’s possible for your Council.
