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projectDeveloped in collaboration with Citizens Advice Stockport, Oldham, Rochdale & Trafford (CASORT), Caddy is a human-in-the-loop copilot for front-line contact centres.
This information was sourced from "Caddy" by AI.GOV.UK, https://ai.gov.uk/knowledge-hub/tools/caddy/?directTo=library. Licensed under Open Government Licence v3.0.
In 2022-23 alone, Citizens 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.
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.
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