HM Land Registry (HMLR) has appointed Route 101 to deliver a new AI-enabled contact centre platform as part of an overhaul of its customer support services.
The cloud-based system will serve around 660 users across five sites and replace HMLR’s existing on-premises contact centre infrastructure.
The platform will combine voice and digital communications with AI-assisted customer support, analytics and workforce management technology. It will use technology from NiCE, Cognigy and Calabrio.
HMLR maintains the register for more than 27 million land and property titles, covering more than 90% of the land area of England and Wales. Its contact centre handles enquiries from property professionals and members of the public.
The new system is intended to help HMLR manage call volumes, support hybrid working and provide advisers with real-time information when dealing with enquiries.
It will also introduce AI-powered automation across voice and digital channels and integrate with HMLR’s existing systems and services.
The technology will be hosted in the UK and include role-based access controls, monitoring and encrypted data protection.
Route 101 will be responsible for the design, integration and ongoing support of the platform.
The contract was awarded following a public sector procurement process, in which Route 101 recorded the highest evaluation score.
