Money Talk chatbot

What is a chatbot?

The chatbot is a human-free web chat in that it provides an automated conversational interface for clients, helping to guide them to information about issues they may have.

The current chatbot is considered an MVP (a minimum viable product) which means that it is still early in its development. The approach of launching a MVP rather than a fully completed product is to learn what works well, and adapt and build according to the needs of users.

The chatbot is has been developed by HelpFirst working with Citizen Advice Scotland and a co-design group of Citizen Advice Bureaux. This is part of innovation work funded by Civtech.

Why a chatbot?

Chatbots are an additional channel for clients to access the Money Talk Team service and can provide unique benefits. The chatbot is available 24/7 and for some users it may present less of a barrier, for reasons of language or confidence, than talking to someone.

The aim of the chatbot is to help clients to self-serve where that is possible, increasing capacity within the network.

What can the chatbot do for a client?

The chatbot is a human-free web chat in that it provides an automated conversational interface for clients, helping to guide them to information about issues they may have.

This provides more of a ‘human-like’ interaction, and clients may experience feeling supported rather than simply feeling informed through the advice site.

For key topics the chatbot provides relevant advice site links. Where topics are not yet programmed, a client is helped to search online.

The chatbot will check if the client has been helped by links provided and if not the chatbot will offer to be connect them with their local bureau.

How does the client get referred to their local bureau?

If a client selects to ‘talk to an adviser’, the chatbot will:

• Ask the client to enter their postcode
• Use a postcode finder to provide the nearest bureau option - if there is more than one option, the client makes a selection.
• Ask the client for telephone number, consent to leave a message, email address, and any additional information they want to provide about their issue
• Tell the client that their local bureau will be in touch in a given number of days (bureaux have provided their own response time)
• Provides the client emergency contact information

What do bureaux need to do?

Watch out for emails with ‘Money Talk Team Chat Bot Referral’ in the subject header from noreply@cas.org.uk. 

• The email will contain the chatbot conversation transcript which includes the contact information (postcode, telephone no., email) and summary of client issue
• Emails will be sent to the relevant bureau at the email address provided to CAS

Triage and or respond to referrals according to processes within your bureau.

How developed is the chatbot?

The chatbot in its current development stage and provides information on selected high search frequency topics: benefits, housing, money/debt, family, work.

We currently have:

• simple conversation flows for housing, money/debt and work
• more advanced conversation flows for ‘benefits’ (Universal Credit and PIP)
• in development conversations flows for ‘money and debt’ to launch in November (TBC)

How can you help us improve?

We welcome all feedback about the chatbot, and this referral process. We want to know how it works from a bureau and client perspective.

When speaking to a client referred by a chatbot, advisers might ask the client:

• How was your overall experience? Anything you liked/disliked?
• How much did it satisfy your needs in that moment?
• Would you recommend it to a friend?

For advisers who wish to share their and their client's feedback, please get in contact with the  Money Talk Plus team.

Get in touch

Alternatively, if you have any feedback on the website, how the service is delivered or for any other queries please contact Anna Bochsler, Project Manager. Anna.Bochsler@cas.org.uk