Developed in collaboration with Citizens Advice Stockport, Oldham, Rochdale & Trafford (CASORT), Caddy is a human-in-the-loop copilot for front-line contact centres. Caddy is designed to support advisors by providing quick, accurate, and validated information. It accesses public and internal training and guidance, utilizing semantic routing for topic-specific consideration. Generated content is always reviewed and validated by advisors and supervisors before being presented. Caddy is accessed through existing chat platforms, minimising training needs for advisors.
The results
Initial results from a randomized control trial showed 80% of Caddy's responses were of high enough quality to be passed directly to advisors without revisions.
Messages were generated, validated, and returned in approximately 4 minutes, significantly faster than human research and typing.
Advisors with access to Caddy were twice as likely to report confidence in giving advice and 1.5 times more likely to resolve client issues.
Rolled out to 6 local Citizens Advice offices with plans for further expansion and government pilots.
Learnings / insights
Building in "humans-in-the-loop" mitigates AI hallucination and risk.
Focusing on ease of use and integration with existing workflows is important for adoption.
Measuring impact through randomized control trials provides valuable insights for improvement.
Details
Organisation name
Department for Science, Innovation and Technology (DSIT) / Incubator for Artificial Intelligence (i.AI) / Citizens Advice Stockport, Oldham, Rochdale & Trafford (CASORT)
Caddy
Supporting customer service agents with fast, precise information
The challenge
In 2022-23 alone, Citizen Advice with its national organisation and network of 250 independent local charities across England and Wales, helped over 2.5 million people with one-to-one advice. Highly trained advisors have to tackle a broad range of topics, with people often seeking help on complex interconnected issues. Thus the need to make it easier for the advisors to quickly find and share information with the people seeking help from the charity.
The solution
Developed in collaboration with Citizens Advice Stockport, Oldham, Rochdale & Trafford (CASORT), Caddy is a human-in-the-loop copilot for front-line contact centres. Caddy is designed to support advisors by providing quick, accurate, and validated information. It accesses public and internal training and guidance, utilizing semantic routing for topic-specific consideration. Generated content is always reviewed and validated by advisors and supervisors before being presented. Caddy is accessed through existing chat platforms, minimising training needs for advisors.
The results
Learnings / insights
Details
Links