Transcript of Minister reveals how AI could improve public services

This is AI supporting human contact center operatives. So when people are calling citizens advice, and don't forget, they're calling about a whole range of different issues. People won't know when they're calling that the person who is answering the call and assisting them is using the power of AI to get the right information to them much, much quicker. That means it's a better experience. They get the information quicker. They can start to tackle the issues they're calling about much more rapidly than before. The average phone call conversation going down from eight minutes to four minutes. Now, that is halving the time. It is getting better information. It is a much more human and pleasurable human experience. But it also means that the people delivering that service can see double the amount of people, so less time on hold.