Introducing Conversational Platform technology into Universal Credit (UC) telephony

December 11th, 2023 by FB4J Admin

On 30 November DWP introduced a new technology called Conversational Platform onto the Department’s telephony channels, starting with Universal Credit. This will transform the customer journey by replacing traditional Interactive Voice Response options (press 1 for X, 2 for Y etc.) with a voice-led interactive solution.

Conversational Platform will enable customers to speak naturally, securing better insight into why they are calling, and how best to respond to their enquiry. The Platform will provide self-serve instructions to simple enquiries, saving customers time spent waiting in a call queue and reducing call demand to agents. Where a further conversation with someone is required, Conversational Platform will help route the call to the right