In this episode on the VUX World podcast, we chat all about the innovative AI journey of Citizens Advice with Stuart Pearson.
We discover how a nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach.
Stuart shares the meticulous process of developing an internal AI tool that supports contact centre agents, highlighting the importance of responsible AI implementation. From initial challenges with chatbots to creating a sophisticated AI solution, this podcast reveals how organisations can leverage artificial intelligence to enhance productivity, improve service delivery, and ultimately help more people.
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In this episode
00:00 – Episode intro
03:30 – Welcome Stuart Pearson
04:54 – What Citizens Advice is
06:30 – Identifying key issues
11:35 – Revisiting the chatbot
14:05 – Thinking about the role of AI
18:45 – Content to agent
22:53 – Identifying content
25:06 – Retrieval and generation
28:18 – Reducing handle time
29:24 – Levels of advice
34:21 – Adopt long term philosophy
36:47 – No room for error
38:15 – Challenges faced & advice
47:24 – Using LLMs
51:16 – Outro
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