HM Land Registry (HMLR) has selected Route 101 to deliver an AI-enabled contact centre platform as part of an update to its customer support services. This cloud-based system is set to replace HMLR’s existing on-premises infrastructure.
The new platform will combine voice and digital communications with AI-assisted customer support, analytics, and workforce management technology. It will utilise technology from NiCE, Cognigy, and Calabrio.
HMLR, which maintains the register for over 27 million land and property titles covering more than 90% of England and Wales, intends for the system to help manage call volumes and support hybrid working. It will also provide advisers with real-time information when handling enquiries from property professionals and the public.
The technology will introduce AI-powered automation across voice and digital channels, integrating with HMLR’s current systems. Hosted in the UK, the platform will include role-based access controls, monitoring, and encrypted data protection.