Meet Āwhina: council’s new AI-powered online helper

Far North District Council’s new online helper Āwhina is now live, giving residents a quicker and easier way to find information about council services and activities through a simple, chat-like experience, at any time of the day.

Āwhina is an AI virtual online assistant that answers common questions using verified information published on the council website. It is designed to give people fast access to the information they need, delivering answers in a simple, conversational format rather than requiring them to search through multiple webpages.

Āwhina can be used to ask about things such as council services, facilities, permits, rates and rubbish collection. But there is a simple tip for getting the most useful answer from the online helper: give it context:

A question such as “Rates” may not give Āwhina enough information to know exactly what a user wants to find out. A more specific question, such as “When are my rates due and how can I pay them?” gives Āwhina more information to work with.

The same applies when asking about a problem or service. Including details such as what you are trying to do, the location, relevant dates or the particular issue can help Āwhina understand the question and provide best response.

If the first answer is not quite right, users can continue the conversation by rephrasing the question, adding more detail or answering any follow-up questions.

“Āwhina gives us a new way to support residents and visitors by providing quick, convenient access to council information in a conversational format,” says Ruben Garcia, Group Manager Community and Engagement. “For those who want to self-serve, it means they can use AI to find answer at a time that suits them. But Āwhina is supplementary to our customer service team, not a replacement for it. We will continue to be available through our traditional customer service channels for anyone who would prefer to speak with us directly.”

Āwhina uses information published on the council website and does not search the wider internet or use outside sources. This means its responses are based on the council’s own online content. The council is committed to keeping that information and those resources up to date, so Āwhina cand find and share the most current information available when residents and visitors ask a question.

The online helper works mainly in English but has some capability to interpret and respond in te reo Māori as well.

As with any AI tool, Āwhina may sometimes misunderstand a question or provide an incomplete or inaccurate response, so users should check important information where needed. For more complex or sensitive enquiries, or for anyone who would simply prefer to speak with a person, the council’s locally based contact centre team remains available 24/7.

The introduction of Āwhina is part of the council’s ongoing mahi to make information easier for the hapori to access and to provide more convenient, modern ways for residents and visitors to engage with the council.

Residents can find Āwhina in the bottom right corner of the council website and give it a try. A few extra words explaining what you need may be all it takes to help point you in the right direction.