Case Study: Citizens Advice Scotland achieves 100% call answer rate and 30-second resolution with PolyAI

Citizens Advice Scotland answers 100% of calls in 30s with PolyAI

Citizens Advice Scotland, a public sector advice network, faced the challenge of routing vulnerable callers to their local advisors after bureaux closed due to COVID-19 restrictions. They partnered with vendor PolyAI to implement a voice assistant solution that could handle this routing through natural language conversations.

PolyAI built a voice assistant that uses Spoken Language Understanding to accurately comprehend Scottish accents and postcodes, ensuring callers are connected to their nearest bureau. The solution achieved a 100% call answer rate and reduced the average resolution time for connecting a caller to a local expert from days to just 30 seconds, dramatically improving support for citizens in need.

Citizens Advice Scotland