United KingdomPublic sector2024 – ongoingCafcass
Genesys chatbot for public service information
Cafcass reported 64% user-rated answer success for its information chatbot
Problem
People seeking Cafcass information previously had to search its website or contact the call centre.
Approach
Cafcass deployed a Genesys chatbot with Kerv as implementation partner. Natural-language understanding matched questions to public service information and provided links. Users could transfer to a human agent if the answer was insufficient.
Results
Takeaway
The success measure reflected users' satisfaction with answers, rather than completion of a service transaction.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The transparency record documented Cafcass's production chatbot and human handoff. It reported approximately 2,500 monthly queries and a 64% user-rated answer success rate.
Full details are in the original sources.