Age UK Collaborates with Creative Virtual to Better Meet the Charity’s Goals with Conversational AI

Age UK has  improved its website experience and better supports Advice Line Advisors with V-Person™ technology.

Creative Virtual, which is a world leader in conversational AI for customer and employee engagement, is the conversational AI provider of choice for Age UK. Age UK is the United Kingdom’s largest charity for older people, providing services and support at both national and local levels. 

They have collaborated with Creative Virtual since 2017 on their virtual assistant solution.

Available to the public on the Age UK website, the virtual assistant is powered by Creative Virtual’s V-Person technology. The solution has enabled the charity to successfully achieve their four main project goals: improve discoverability of a large amount of online content; give people more ways to easily interact with and find information; resolve easy-to-answer queries online to reduce Advice Line calls; and be proactive in testing new innovations to better meet the charity’s objectives.

“We are really pleased to be working with Creative Virtual on our conversational AI. It’s so important our website can offer visitors the support and assistance they need when contacting Age UK, and we need that process to be as effective and helpful as possible in order to achieve our goals,” says Kathi Hall, Head of Content Strategy and Brand at Age UK.

She went on to say: “Our Advice Line is in huge demand given the many challenges older people are facing right now, and we need to ensure we are there to answer the phone and help those who need us the most, which this AI will help us to do.”

An upgrade to a more mobile-friendly interface design last year brought about an increase in use of the tool by 50% over 2002. 

Web chat was also added at the same time to provide live agent support on the website, increasing the number of channels available and improving accessibility. Through an integration of V-Person with Twilio, users are seamlessly handed over to a live agent within the virtual assistant interface.

“Age UK’s virtual assistant is a wonderful example of the successful implementation of custom conversational flows,” says Chris Ezekiel, Founder & CEO of Creative Virtual. “Made possible by our conversational AI management platform, V-Portal™, these flows are key for guiding users to the right information despite Age UK’s large amount of online content.”

To learn more, visit www.creativevirtual.com.

Age UK's website can be found here https://www.ageuk.org.uk.

(Image courtesy of Sabine van Erp and Pixabay)