Customer First programme - Annual Report 2022 to 2023

Artificial Intelligence (AI) is transforming the way we interact with our customers and deliver our services. We have already successfully deployed a chatbot that handles over 2000 queries per week, providing quick and accurate answers to common questions and requests. We are actively looking at ways to expand the use of AI on our website and phone services

to support customers across a wider range of services. For example, we’re planning to trial telephony AI to assist customers who call us, by finding information, directing them to the correct team, or helping them complete an action. This frees up our customer service agents to focus on supporting vulnerable customers, those with more complex enquiries and those who prefer not to use digital services.

But we are not stopping there. We are also exploring how AI can assist our customer service agents, by capturing and summarising customer conversations automatically. This will help them to quickly and easily update our various systems, reducing errors and saving time. By using AI to enhance our customer service, we aim to improve customer satisfaction, efficiency and quality. But please be assured that any decisions will always be taken by a human – not AI.