Phone centre waiting times for public services could be cut in half by using AI, a minister has suggested.
Speaking to Sky News, Science, Innovation and Technology Secretary Peter Kyle said the technology was “win-win” as it will save the taxpayer money and make the public experience better.
“I am determined to drive this technology through the government,” he added.
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Long waiting times has long blighted those trying to access services like Citizens Advice, HMRC and the DVLA.
But with the government talking of an AI revolution, one trial has used the tech to drastically reduce the volume of minutes spent on hold.
The Citizens Advice Bureau (CAB) teams in Stockport, Oldham, Rochdale and Trafford have managed to cut the average phone call length from eight minutes to four in a months’ long trial.
The AI helper, Caddy, was developed in house by the team in Manchester. Its success led to interest from the government, and there are now hopes it can be expanded into public services.
CAB is run as a series of charities. There are hopes Caddy will be rolled-out nationwide across the service later this year.
Rather than a robotic voice answering and directing callers, the software helps workers answer queries faster – and with greater confidence.
Stuart Pearson, the head of innovation at the CAB team in Stockport, Oldham, Rochdale and Trafford, told Sky News: “Caddy frees our advisers to focus on what truly matters – listening, understanding, and providing personalised support to people during challenging times. This technology helps our staff and volunteers work more efficiently, but that person-to-person contact remains central to our service.
“For us, Caddy…
