- Who runs it
- NS&I
- Can it affect people?
- Possibly. It may shape what people see, are recommended, flagged, or prioritised for.
- Possible rights impact: Indirect public effect
How much do we know?
A source is a published page or document behind a claim. The label measures what is documented, not whether a system is good or safe. Missing information does not prove that a safeguard is missing.
Sources and further reading
- NS&I: Customer Chatbot / GOV.UK Algorithmic Transparency Records / 2025-02-27
- GOV.UK Algorithmic Transparency Records - official inventory / GOV.UK Algorithmic Transparency Records
optional detailFull record and details
The interface and explanatory guides are translated. Record names, record descriptions, quotations, detailed editorial notes, and linked public documents stay in their published language so evidence is not silently changed.
If this affects someone
The NS&I Chatbot using Genesys DX is used for scenarios including: Product and Service Information Support: Answering common general non-account specific customer queries via chatbots or live agents.
The tool either prompts the customer to make a decision based on the information provided by leading them to a self-service journey which the customer makes a decision if their question is now answered or they initiate a subsequent offline operational process. There is no specific guidance on who to contact in the event of errors but it is assumed the customer would do this by the other contact channels.
Webpage name, webpage content. PDF name; PDF content.
Sources and further reading
First indexed from GOV.UK Algorithmic Transparency Records on 2026-09-01. Only usable fields from the public record are shown; missing answers remain blank.
Fields were mapped from the linked public record by deterministic code. No generative model wrote this text.
Facts to check
- Who runs it
- NS&I
- Life area
- Public sector
- Proof level
- Source-backed
- Footnotes
- 2
- updated
- 20 months ago
The score orders work, not people.
Review priority rises for rights-sensitive uses, missing sources, unanswered accountability fields, and old evidence. Strong official documentation lowers it. The score is not a verdict on safety, fairness, or legality.
A missing field means the attached public sources did not answer it. Coverage is uneven, publication does not prove performance, and a certificate has a defined boundary.
Previous versions
- Imported2 months agoSubstantialImported from GOV.UK Algorithmic Transparency Records.
Help check this record.
Add a public source, challenge a claim, or point out a missing way to reach a person.
A submitted name, email, description, source, or correction is used only to verify the record and prevent abuse. It is not published automatically.