United KingdomPublic sector2025 – ongoingDepartment for Work and Pensions (DWP)
Conversational Platform telephone virtual assistant
DWP phone assistant handles about 1 million calls a month and raised right-first-time routing by 21%
Problem
Callers to DWP had to be sorted by reason for calling, then sent to self-service or the right adviser.
Approach
A voice assistant from Omilia asks callers why they are calling and routes them to self-service options or a human adviser. DWP trained the language model on 80,000 caller utterances recorded over one week. Speech recognition is tuned monthly and the language model updated each quarter.
Results
Takeaway
The assistant used callers' own descriptions to route them to self-service or an adviser. DWP did not disclose the baseline for its reported routing improvements or any cost savings.
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
DWP described the phone assistant, its supplier and how often it is retrained. It reported call volume, recognition accuracy and routing changes.
Full details are in the original sources.
