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Citizens Advice Scotland

How the Citizens Advice Network in Scotland is providing faster, more localised support with PolyAI

About the Case Study

Citizens Advice Scotland (CAS) is Scotland’s largest independent advice network.

In 2020, Citizens Advice Bureaux across Scotland were forced to close their doors when the country went into lockdown as a result of the Covid-19 pandemic. In order to keep supporting the citizens of Scotland, CAS offered a new national helpline, enabling people to access Citizen’s Advice Bureaux (CAB) advisors over the phone.

While the helpline enabled people to access free, impartial advice during national lockdowns, it was impossible to match callers with advisors from their local areas.

Download the case study to find out how PolyAI built a Scottish voice assistant to route callers to their local bureau in just 30 seconds, while delivering a great customer experience.