Department for Work and Pensions: Artificial Intelligence
(asked on 27th June 2023) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether his Department uses natural language processing to analyse communications from claimants.
This question was answered on 3rd July 2023
DWP uses natural language processing to analyse communications with our customers via Telephony.
This includes Speech Analytics, Call Routing and Call Transcription. All of this is to improve the customer experience and assist our customers in accessing the services within the department.