Members of Citizens Advice Scotland provide advice to people across Scotland, across a wide range of topics and communities. Much of this help has been traditionally face to face, but the organisation has been developing online services for some years. So we posed a chellenge through the Civtech process to explore how can tech help us create the best possible user experience for people engaging with the Citizens Advice Scotland network?
We wanted to improve the caller experience on their national helpline: and we did, reducing time to connect callers to a local bureau and streamlining the system behind the scenes. Our solution uses the superhuman PolyAI voice assistant, reducing time for a caller to connect to a local bureau from 24 hours to 30 seconds