New DWP change for people on Universal Credit due to start next month
10.08.2023 - 08:29
/ dailyrecord.co.uk
The Department for Work and Pensions (DWP) is set to introduce a new change in September which aims to improve the service it provides to millions of people claiming Universal Credit. The latest DWP figures show that at the end of May there were 5.9 million people claiming Universal Credit, which includes 3.7m out of work and 2.3m in employment.
The DWP is introducing a new technology called ‘Conversational Platform’ from late September into the Universal Credit telephony system that aims to be more efficient in providing information and assistance to support people calling about a new or existing Universal Credit claim.
The DWP ‘Virtual Agent’ is expected to “transform the customer journey” by replacing traditional Interactive Voice Response (IVR) call journeys that typically ask callers to press the keypad for specific menu choices, with a voice-led solution that will interact with people in a way that mimics human conversation.
According to guidance, the DWP Virtual Agent will ask the claimants why they are calling today. The technology will listen to the response and use automatic speech recognition and natural language understanding to identify what they are saying.
Once the DWP Virtual Agent understands what was said, it will personalise the caller’s journey and determine next steps and form a response, providing “self-serve answers to straightforward enquiries”.
However, the guidance also explains that where a further conversation with someone is required, the call will be routed through to a DWP adviser.
The ‘primary goal’ of the DWP Virtual Agent “is to improve the customer experience”.
The aim of the Conversational Platform, through the DWP Virtual Agent, is to allow people calling to speak naturally and save them
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