PolyAI

Covers general product and service information, guidance on using NS&I's services, and routing to further help if needed.

NS&I's service delivery partners regularly review PolyAI's chatbot output. They monitor conversations, audit responses for accuracy and appropriateness, and use analytics dashboards. Quality assurance processes include sample audits, feedback loops, and regular updates to training data to ensure the chatbot meets regulatory and service standards.

Customers cannot formally appeal because PolyAI does not make binding decisions; it provides information and guidance on general queries. If a customer is unsatisfied with its response or needs further help, they can request to speak to a human agent or use other NS&I contact channels. For complaints or unresolved issues, customers can follow NS&I's standard complaints process, which includes escalation to the Cus...

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