From Overwhelmed to Empowered: AI's Real-World Impact on Citizens Advice Scotland
A Talk by Andy Bell , Natasha Gilmour , George Holmes and Angela Bradbury
About this Talk
Join Andy Bell, Natasha Gilmour (Head of Operational Support, Citizens Advice Scotland) and George Holmes (Operations Manager, CAS) as they discuss the journey of implementing HelpFirst, an innovative AI-powered system, at Citizen Advice Scotland.
This talk offers a rare, behind-the-scenes look at the challenges of integrating Large Language Model technology into a challenging environment serving vulnerable citizens. Drawing from user testing and real-world application, the speakers will discuss:
* AI providing assistance to humans in real time to protect consumers
* Navigating the complexities of prioritizing diverse citizen needs
* Adapting AI systems to align with existing operational workflows
* Addressing staff concerns and fostering adoption of new technologies
* Evolving the system based on frontline feedback and practical challenges
This presentation offers actionable insights for organisations considering AI implementation in public service sectors. You'll gain valuable perspectives on harnessing AI's potential while maintaining a human-centric approach in critical advisory services.