United KingdomPublic sector2026 – ongoingMinistry of Justice
Nova recruitment FAQ chatbot
The Ministry of Justice's Nova recruitment chatbot handled 400-600 conversations daily
Problem
Applicants used a button-based chatbot to find recruitment information. They could not enter questions in their own words.
Approach
TBS Resourcing built Nova internally with backend configuration and training from NiCE and Route101. Natural language understanding matched free-text questions to curated answers on recruitment websites and the candidate portal. Customer Hub specialists reviewed conversations and controlled changes to the model and response content.
Results
Takeaway
Staff retained control of the answers applicants received. Conversation volume did not establish a reduction in adviser workload.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Human resourcesCustomer 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 a production recruitment chatbot that selected approved responses using natural language understanding. It reported 400-600 daily conversations and described staff supervision of content and training.
Full details are in the original sources.
