Genesys ChatBot

Website users access the chat service through an icon on the Q&A dialogue on the website. Users enter a question into the chat service and then the service refers to its library and responds appropriately. It is being used to allow users who prefer to communicate directly through the website to get answers to their questions, and where the tool cannot find an answer the tool connects directly with a call centre agent. The Chatbot only answers questions about Cafcass and directs customers towards information.

If a customer is not satisfied with the information provided then the option to speak directly with a customer service agent is provided. Customers of the chatbot are asked, once their query is answered, if the response answered their question in a 'Yes' 'No' way. The responses provided here are reviewed monthly with the aim to improve responsiveness.

Cafcass operational information which is in the public domain and available on the Cafcass website is used to inform and assist customers. This includes: documents, policies and, webpages.