Ofcom
Self-funded proof of concept — an AI-powered complaint assistant for the UK communications regulator, enabling citizens to quickly lodge complaints and access regulatory information via a slide-out conversational panel.
Duration
.5m
Team
1
Scale
POC
Scope
United Kingdom
Overview
The engagement involved developing a proof of concept for a digital assistant leveraging AI/NLP technology for Ofcom, the UK's communications regulator in the public services industry. This research-led approach aimed to streamline the submission of complaints and the provision of contact information, enhancing the user experience and operational efficiency.
Challenge
Ofcom faced inefficiencies in managing high volumes of public interactions, particularly in processing complaints and contact information.
Traditional methods proved time-consuming and cumbersome, delaying issue resolution and reducing public satisfaction.
Research highlighted the necessity for a more user-friendly system to improve interactions and public engagement.
Research & Discovery
Conducted user interviews and stakeholder workshops to gather insights on existing challenges and user needs.
Led competitive analysis and journey mapping to understand best practices in digital assistant design.
Developed personas based on behavioral analytics to identify key user requirements and preferences.
Solution & Deliverables
Designed and delivered a proof of concept for an AI/NLP-enabled digital assistant to facilitate natural language interactions for complaints and contact submissions.
Integrated the solution with Ofcom's existing systems, ensuring precise and secure transmission of data in compliance with GDPR and responsible data handling practices.
Ensured WCAG 2.0 AA compliance across all deliverables to guarantee an inclusive and accessible user interface.
Results & Impact
Results included improved user satisfaction due to a more intuitive and accessible platform for complaint submissions.
Anticipated reduction in submission time and support staff workload, leading to faster response times and improved issue resolution.
Enhanced public trust and engagement attributed to the seamless interaction and efficient data handling by the digital assistant.
Project Artifacts
Project Details
Industry
Public Services
Duration
.5m
Team Size
1
Direct Reports
0
Scale
POC
Scope
United Kingdom
Budget
<5K
Platforms
Web, Mobile Native iOS and Android
Regulatory
Heavy
Engagement
Self-Funded Proof of Concept