United KingdomPublic sector2026 – ongoingMinistry of Justice
Luna voice assistant for prison enquiries
The Ministry of Justice used Luna for enquiries covering 5 prisons, handling about 2,900 contacts monthly
Problem
Prisoners' friends and families needed answers to routine questions about prison processes. These enquiries reached the Prison Enquiry Centre.
Approach
PolyAI developed Luna with service provider SSCL, which supplied FAQ content and conversation designs. The assistant classified callers' speech into predefined intents and supplied approved answers. It transferred callers to staff when it could not identify an answer, detected a safeguarding concern or received a request for an adviser.
Results
Takeaway
The reported contact volume included calls handed to staff. It did not establish how many enquiries Luna resolved independently.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
The Ministry of Justice documented production use at 5 prisons and approximately 2,900 monthly contacts. It described intent recognition and escalation to human advisers.
Full details are in the original sources.