Citizens Advice, an independent charity founded in 1939, has been a vital part of civic society, providing one-to-one advice to over 2.5 million people last year. Their advisors tackle a wide range of complex issues, acting as a bridge between the public and essential services. To enhance productivity, Citizens Advice collaborated with the Incubator for Artificial Intelligence (i.AI) to develop Caddy, an AI copilot service. Caddy assists customer service agents in quickly finding and sharing information. Utilizing public resources and internal training materials, Caddy ensures accurate and reliable advice. In 2024, Caddy will be rolled out as a trial in two local Citizens Advice centers, with the aim of exploring wider applications of this technology.
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| Citizens Advice collaborates with i.AI to develop an AI copilot service for customer service advisors | Adoption of AI in customer service | AI copilot services integrated across government and beyond | Increased efficiency and productivity in customer service environments |