United KingdomPublic sector2021 – ongoingAge UK
AI transcription for Telephone Friendship Service call checks
Age UK's call transcription tool has assessed 23,000 friendship calls and saved staff 9,500 hours
Problem
Staff had to listen to recorded friendship calls to check for safety concerns. Calls average 30 minutes and some run up to three hours, and the charity had little income to expand the service.
Approach
With the agency Reason Digital, Age UK records each call on Twilio and sends the audio to Azure AI Speech for transcription. The transcript is scanned for sensitive topics such as finances or mental health, scored, and time-stamped. Staff review only calls above a safety threshold.
Results
Takeaway
Scoring transcripts lets a small team check far more calls than it could listen to. The service supports around 4,500 older people.
Categories
- Industry
- Public sector
- Business function
- Production and quality
- Innovation type
- Process innovation
- AI technology
- Generative AIPredictive analytics and ML
- Adoption
- Co-developed with a partner
- Evidence
- Vendor's case study
Sources
Source summaries
Microsoft explains how Age UK transcribes and scores friendship-service calls on Azure. It reports 23,000 calls assessed and 9,500 staff hours saved.
Full details are in the original sources.