New partnership launched to develop advice chat service

29th October 2019

A new partnership has been launched between Citizens Advice Stockport, Citizens Advice Pennine West and Autosermo, the automated messaging and voice specialists, to support the development of a new Chatbot to deliver information and advice over web-chat, allowing residents across Stockport, Oldham, Rochdale and Trafford to access support 24/7.

As part of the new partnership, there is also a commitment to explore how advice can be delivered by voice via products like Amazon Alexa, and Google Home.

The focus initially will be on developing the Chatbot to deliver support to residents on Money & Debt.  The partnership will then explore other advice areas inline with residents advice needs.

Steve Hughes, Chief Executive of Citizens Advice Stockport said:

“The Citizens Advice service is celebrating its 80th anniversary this year and for me, this partnership will ensure Citizens Advice can continue to support local residents for another 80 years.

Residents expectations are changing and they expect our services to be modern and accessible.  This partnership will allow us to continue our service modernisation plans.
The opportunity to work with Autosermo creates a unique opportunity to do something differently.  Chat is just the first phase, the idea that good quality information and advice could be fully integrated into the home via Alexa and Google Home is really exciting.”

Steven Booth, Chief Executive of Autosermo Limited said:

“We are delighted to be working with Citizens Advice Stockport and Citizens Advice Pennine West, and to be able to play a key part in the modernisation of vital services they provide to residents. 

We are confident, based on existing projects, that our first phase in deploying a chatbot will instantly aid the team in providing high-quality advice to a greater number of clients in a shorter space of time.

In the future, enhancing this support through voice automation will provide a round-the-clock, omni-channel advice service where humans can place more focus on resolving important client issues rather than triage and administration.”

Key contact information:

Hayley Wright, Communications & Engagement Lead - hayley.wright@penninewest.cab