Renfrewshire Council has approved new transparency measures covering its use of artificial intelligence, including the Millie customer service system.
The motion, brought by Councillors Robert Innes and Bruce MacFarlane, introduces six-monthly reports detailing what AI tools are in use, their purpose, and the ethical and equality safeguards in place.
Councillor Innes told the chamber the council had been “ahead of many local authorities” in using AI responsibly but said oversight was essential as technology continues to evolve.
He said: “AI can improve services and support staff, but with that innovation comes responsibility. We must protect residents’ rights and ensure transparency.”
Councillors raised concerns about residents struggling to reach human staff through automated systems, with calls for clearer and quicker options for speaking to a person when needed.
Councillor Bruce MacFarlane said AI should be used as “an addition, not a replacement,” and stressed that traditional contact routes must remain available for residents who prefer them.
Council agreed the motion unanimously, with officers instructed to review how customer services can better balance AI efficiency with accessibility.