Website Chat Assistant
We are considering an assistant on the public website that answers questions using only information we have published, and that hands over to a person whenever it cannot.
Keywords
- Tags: Large language model
- Tags: Customer service
- Tags: Early stage
- Stage: Idea
- Type: Retrieval-augmented language model
- Sector: Public administration
- Language: English
How does our product work?
The design under consideration would answer only from our published pages and would cite the page it used, so any answer can be checked against the source.
It would not be able to see or change anyone's account, and would not attempt to answer questions about an individual's circumstances or entitlement.
Overview
Our contact centre handles a large volume of questions that are already answered on the website, which suggests the answers are hard to find rather than absent. An assistant is one possible response to that; better page structure is another, and cheaper.
The main risk is a confidently wrong answer about entitlement, which is why the scope under discussion excludes anything specific to an individual.