A new virtual assistant designed to help residents quickly access information and services online is now live at Hinchinbrook Shire Council.
Herbie, named after the Herbert River, is an AI-powered digital assistant available on Council’s website, helping answer common questions, guide residents to the right information, and make it easier to lodge service requests — any time of the day or night.
Herbie is being rolled out as a support tool, not a replacement for existing customer service. Face-to-face and phone support will continue to be available during business hours for residents who prefer speaking with a customer service officer directly.
As a new service, Herbie is still being refined. While Council staff have tested the system to ensure it provides helpful and accurate information, there may be some initial teething issues as it continues to improve.
The system becomes more effective over time by learning from local information and real-world use. Residents are encouraged to interact with Herbie, ask questions and provide feedback to help shape and strengthen the service.
A virtual voice assistant will also be introduced as the system continues to evolve.
Hinchinbrook serves one of Queensland’s older demographic communities, and this rollout reflects a simple commitment: ensuring residents can access help and information at a time that works for them.
Herbie will assist with routine enquiries, including information on rates, waste and recycling, permits and facilities, helping make everyday requests quicker and easier. By handling these enquiries, it also allows Council staff more time to focus on complex matters and residents who need additional support.
Council CEO Mary-Anne Uren said the focus is on improving access while maintaining strong personal service.
“This is about making it easier for residents to get help when they need it,” Mrs Uren said.
“Herbie will continue to improve as we add more local knowledge and receive feedback from the community. Importantly, this is about offering choice — not replacing the personal service our community values.”
Residents can share feedback by emailing council@hinchinbrook.qld.gov.au or by calling (07) 4776 4600 during business hours.