Client Advisor Knowledge Assist
Overview
Intended purpose
Client Advisor Knowledge Assist is a generative-AI tool that helps agents find more accurate and faster responses to customer queries. It provides a more intuitive interface for engaging with operational guidance, giving a natural-language answer to a specific request and linking to the original guidance the response is based on, which is written by content designers and signed off by legal and policy experts to ensure reliability and accuracy.
Benefits
- Increases the efficiency of client advisors and reduces time spent finding guidance on IKM.
- Improves the accuracy of information provided by client advisors to clients.
- Increases confidence amongst client advisors that the information they provided is correct and up to date, reducing the need for workarounds and ""unofficial"" guidance.
- All of the above will improve customer experience for clients and user experience for client advisors. Note that for the proof of concept, this will be tested using fictional scenarios offline, not with real clients.
Use of individuals' personal data
Using individuals personal data
Decision making using personal data
Does not make decisions using personal data
Image link
Owner and responsibility
- Contact address
- Andy McClintock
- Contact email
- ai@gov.scot