The DWP has told claimants not to be concerned if a “human-like” voice speaks to them when they call.
An article in the DWP’s Touchbase online newsletter this month explains:
“Conversational Platform (CP) is one of a suite of new strategic solutions being introduced by DWP to provide an improved modern telephony service in line with changing customer needs.”
It is not clear what ‘the changing customer needs’ are, but enormously long waits are being reported by claimants calling the DWP and a software solution is clearly cheaper than one involving actual human beings.
The article goes on to say that:
“CP will transform the customer journey by providing an automated conversational experience, replacing existing Interactive Voice Response (i.e. press 1 for X, 2 for Y) with a voice led solution (‘What are you calling about today?’).
“As customer experience is critical in…
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