UK to spend 23M on AI to tell benefit claimants where to go

"The winning supplier will be asked to build an AI platform capable of so-called natural language call steering and host it in a UK-shored dedicated cloud environment. The DWP is the UK's biggest public service department, managing the State Pension and working-age and disability benefits for around 20 million citizens. Calls are currently answered by advisors within the authority's contact centers on one of the largest call-handling platforms in Europe."

"In its procurement notice, the department says the new conversational AI platform will integrate with this call-handling system, allowing citizens to "speak naturally to the platform so it can determine why our citizens are calling." The aim is then to guide them to the most effective outcome, "whether that is to the right [human] agent first time or to personalised call deflection and/or self-service offerings." "This should enhance the citizen experience and produce operational efficiencies," the DWP predicted."

"The contract is expected to start in July and is set to end July 2030, but could be extended until July 2032. In a requirement that might be seen as unusual, the department also asks the supplier to obtain fidelity insurance for "the loss, theft or misappropriation of sums appropriate to the contract while such sums are in the possession of the supplier, not less than £1 million per claim.""

DWP will buy a conversational AI platform for up to £23 million to steer incoming benefit calls and improve efficiency. The supplier must build natural language call steering and host it in a UK-shored dedicated cloud environment. The platform will integrate with the existing large call-handling system spread across 200 locations and supporting 27 DWP business groups. Citizens will be able to speak naturally so the platform can determine call reasons and guide callers to the right human agent, personalised call deflection, or self-service. The contract starts in July, runs to July 2030 with a possible extension to 2032. The supplier must hold fidelity insurance of at least £1 million per claim.

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