Luware Nimbus AI Powered Contact Centres for Local Government

AI-Powered Contact Centres for Local Government | Microsoft Teams, AI & Awaab’s Law Compliance Discover how local authorities can improve resident services, reduce administrative burden and meet increasing regulatory expectations using AI-powered contact centre technology built natively into Microsoft Teams. In this webinar, Nexus and Luware explore practical use cases for AI in local government contact centres, including safeguarding, adult social care, housing repairs, resident engagement and Awaab’s Law compliance. See a live demonstration of Luware Nimbus and learn how AI can help councils identify urgent cases sooner, automate routine enquiries and create fully auditable records for inspections and complaints handling. ⏱️ Key Moments 00:00 Introduction and welcome 01:23 Why AI-powered contact centres matter for local government 02:23 Three regulators, one front door: CQC, Ofsted and Housing Ombudsman 03:37 Spotting vulnerability and urgent calls with AI 05:08 Real-time transcription, audit trails and AI summaries 06:49 How Nimbus supports inspections, safeguarding and compliance 07:47 Automating routine resident check-ins 10:40 Awaab's Law and council housing requirements 12:21 What the Housing Ombudsman wants to see 13:01 Luware Nimbus for Microsoft Teams 15:02 Live demo: AI virtual assistant for housing repairs 17:05 Agent experience: AI handover and priority case handling 19:09 Real-time transcription and CRM integration 20:35 Awaab's Law detection, categorisation and reporting 22:21 Automated case updates and reduced administration 24:34 Q&A: Implementation and deployment 26:04 Q&A: Permissions and role-based access 27:29 Q&A: Mobile users and field workers 28:10 Q&A: Security, compliance and data residency 30:21 Q&A: Procurement through Microsoft Azure commitments 31:24 Q&A: Deployment timescales 32:37 Complimentary consultation and next steps 33:22 Webinar wrap-up What you'll learn ✅ How AI can identify vulnerable residents and urgent calls at first contact ✅ Using intelligent call routing to prioritise safeguarding and high-risk cases ✅ Automating routine resident check-ins while retaining human oversight ✅ Supporting compliance with CQC, Ofsted and Housing Ombudsman requirements ✅ Preparing for Awaab’s Law and housing repair reporting obligations ✅ Reducing call handling and post-call administration time with AI summaries and transcription ✅ Creating auditable records for inspections, complaints and quality assurance ✅ Delivering a Microsoft Teams-native contact centre experience with Luware Nimbus Presented by • Sarah Bailey, Nexus • Jordan Bloor, CX Specialist, Luware • Tom Carver, IT Sales Consultant, Nexus Who should watch? • Local government IT leaders • Customer services managers • Housing teams • Adult social care managers • Digital transformation teams • Contact centre leaders • Heads of resident services • Compliance and governance professionals Topics covered #LocalGovernment #MicrosoftTeams #ContactCentre #ContactCenter #ArtificialIntelligence #AI #PublicSector #ResidentServices #CustomerService #DigitalTransformation #AwaabsLaw #HousingRepairs #HousingOmbudsman #AdultSocialCare #CQC #Ofsted #Safeguarding #Microsoft365 #Luware #Nimbus #UnifiedCommunications #CitizenServices #LocalAuthority #CouncilHousing #PublicServices #UKLocalGovernment Interested in seeing how AI and Microsoft Teams can modernise resident engagement in your organisation? Contact Nexus to arrange a consultation and discuss your requirements.