Liverpool, NSW – Liverpool City Council has partnered with livepro to launch Luna, an AI Voice Agent giving residents, business owners and visitors round-the-clock access to Council information. The launch marks a new chapter in the Liverpool City Council-livepro relationship, bringing conversational AI into the Council’s everyday service delivery.
Support, Any Time of Day
“Our residents expect information when they need it, not just during business hours,” said Tina Bono, Director Community & Lifestyle at Liverpool City Council, in a video announcing the launch. “This is why Liverpool City Council introduced an after-hours system, Luna, our AI agent assistant. This gives our community access to council information 24 hours a day, seven days a week.”
The Numbers So Far
Since launching, Luna has already made a measurable impact. “Luna has handled over 1,000 inquiries from our community,” said Anna Rizos, Manager Customer Experience at Liverpool City Council. “Of those, 700 inquiries were resolved without having staff intervention, allowing our team to focus on matters that require direct assistance.”
Rizos added that the data is also giving Council a clearer picture of what residents need most: “Most common inquiries relate to waste services, security monitoring reports, and access to community facilities, showing that residents are using Luna for the information they need most.”
Freeing Up the Team for Complex Work
Rather than replacing Council’s customer service team, Luna is designed to work alongside it. “Luna has become a valuable support to our council,” Bono said. “This means when our customer service team come in the morning, they can focus their attention on more complex inquiries of our customer.”
“Luna is helping us deliver more smarter and accessible services to our community,” Bono added, “allowing our community to connect 24 hours a day, seven days a week.”
Why Councils Are Turning to Luna
Local government is proving to be a strong fit for Luna, and it’s easy to see why: councils manage a high volume of routine, repetitive queries and frontline teams under pressure from rising service demand. Luna is built to absorb that load, scaling support without scaling headcount.
livepro describes Luna as a way to turn an organisation’s existing knowledge base into AI-powered, always-on customer interactions – delivering fast, consistent and governed responses grounded in approved content, rather than open-ended AI guesswork. That governance matters for councils and other regulated organisations: responses stay grounded in vetted knowledge, access is permission-controlled, and data remains onshore, aligned with Australian privacy requirements.
The approach has already shown results outside local government, too. One livepro client in the medical imaging and radiology sector – kept anonymous for privacy – has used Luna-powered support to handle around 20% of its general enquiries, easing pressure on frontline staff during peak periods while maintaining consistent, accurate responses to patients.
The Results So Far
- 1,000+ enquiries handled since launch
- 700 resolved with no staff intervention
- Top enquiry types: waste services, security monitoring reports, community facility access
- 24/7 access for residents, businesses and visitors
Luna is live now for Liverpool City Council. More information is available on Liverpool City Council’s website.
