The Department for Work and Pensions (DWP) has announced new plans to introduce a ‘Virtual Agent’ to help people with their telephony enquiries that will route calls to the right channel offering a “better overall customer experience” than is currently available.
Minister for Social Mobility, Youth and Progression, Mims Davies MP said the ‘Virtual Agent’ will start with Universal Credit before introducing the technology further over the next three years. The response came after Labour MP Dr Rupa Huq asked what steps DWP is taking to “increase efficiency and accessibility” of its telephone services.
In a written response, Ms Davies said that the Modernising and Transforming Telephony Project was formed as part of DWP’s Service Modernisation programme. She explained: “The project is looking at technologies available to improve and support DWP’s future telephony demand. User research from customers, agents and providers is at the centre of their design and build approach.”
