Case Study: Bipolar UK reduces support demand and delivers 24/7 multilingual service with Futr

Delivering services for Bipolar when the stakes are high

Bipolar UK, the national charity supporting people affected by bipolar, struggled to manage high demand with a small team. With more than 12,000 calls and 5,000 emails a year, they wanted to reduce pressure on their contact centre, give service users 24/7 access to information, and meet people on the channels they prefer. Futr’s Automate platform was selected to help with service user FAQs.

Futr implemented an AI-powered multilingual chatbot that could be deployed quickly with uploaded FAQs and improved over time using its “Improvement areas” feature. The results included 24,082 questions answered, 193 hours of call time saved, support delivered in 36 languages, and 24/7 access for users, including 85 questions answered on Christmas Day 2019. Bipolar UK also reported £87k in quantifiable savings and richer real-time analytics on user needs.

Bipolar UK

Simon Kitchen

Chief Executive Officer