Clear calls to Greenwich council

Royal Borough employs IRIS Clarity voice isolation software for better connection to residents 

With the cost-of-living crisis hitting hard, it’s no surprise that many councils throughout the UK have seen increased demand for support. But the Royal Borough of Greenwich is employing some surprising technological prowess to make those calls a bit easier.

The new AI-powered IRIS Clarity software removes background noise from both sides of a call, making for clearer conversation with council workers who can help. 

This improved audio can also improve the accuracy of any transcriptions taken, and aid post-call analytics. 

The software was developed in response to lockdown during the Covid pandemic, when the team at technology company IRIS Audio Technologies were – as with everyone else – endured endless virtual meetings. IRIS Clarity was launched in November 2021. 

Councillor Ivis Williams, Cabinet Member for Finance, Resources and Social Value, says: ‘Customer service is at the forefront of what we do as a council. With more residents reaching out to us than ever before, our partnership with IRIS Clarity ensures that we can offer clear and effective communication to all that pick up the phone to call us. 

‘This is just one improvement outlined in our Customer Service Strategy, which we consulted with residents on last year.”  

Debbie Coveney, Head of Customer Services at the council, adds: ‘IRIS Clarity has now been installed across all our customer service lines following a successful trial period.   

‘Our staff were able to better engage with residents and put them at ease with such effective noise-cancellation. Our teams are dedicated to supporting residents with all council matters, this new software just helps us enhance the brilliant service they already provide uninterrupted.’  

Jacobi Anstruther, Founder & CEO at IRIS Audio Technologies, says: ‘We’re delighted to be working with the Royal Borough of Greenwich to implement IRIS Audio’s voice isolation software. Empowering better communications and more productive outcomes between the council and residents is vital. Knowing our technology is helping council staff to offer the highest level of service only motivates us to do more.’ 

In related news, a red telephone box in the mid-Suffolk village of Debenham has been refitted so that callers can travel in time.

Photo by René Ranisch