As a public-facing organisation managing high volumes of guest enquiries across physical and digital channels, this team faced growing pressure to improve responsiveness while maintaining trust, governance and service quality. This session explores how the Guest Experience team introduced GenAI-powered chat to support frontline staff and guests - improving accessibility, reducing friction, and delivering measurable uplift in satisfaction.

• Deploying a GenAI chatbot to handle common guest questions across digital channels, reducing reliance on email and phone enquiries

• Identifying high-frequency queries such as wayfinding, maps and general information to improve first-contact resolution and ease of access

• Balancing strong governance and stakeholder scrutiny with the need to demonstrate why GenAI is safe, valuable and fit for purpose in a government environment

• Improving guest satisfaction by making it easier and faster for guests to find answers, contributing to a CSAT increase from 1.6 to 4.3 within months of launch