Contact Centre Chatbot service

Chatbot / Webchat data is used to assist customers in using DVLA's service. The Chatbot is part of our Contact Centre platform and uses a feature called Google DialogFlow. The Chatbot uses NLP to understand customer intent and route to the relevant response and is used on the CC's Webchat channel to automatically answer customers and collate relevant information for the Webchat advisor when required. The use of Chatbot provides the CC agent with a set of answers designed to diagnose where a customer has encounte...

The Chatbot will not be making any decisions which will have a significant impact on the customer. The role of the Chatbot will be to gather information, offer general advice and to route to the appropriate advisor where applicable. Ongoing maintenance and updates to the chat bot are carried out on a daily basis by the Contact Centre eChat bot administration team, they are continually checking for accurate routing...

General information around Vehicle registration, Vehicle Tax, Private Registrations and Driving Licences that is available on GOV.UK or the internal DVLA Knowledgebase