We Asked About AI. Here’s What You Told Us.

How do you feel about AI being used in complaints handling?

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We asked just that in a recent LinkedIn poll - and the responses revealed an interesting divide.

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🔹 44% of you see AI as a valuable tool

‍🔹 19% are cautiously optimistic

🔹 19% are not sure – open to learning

🔹 19% believe it's a step too far – keep it human

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These results reflect a growing curiosity in the public sector - but also a healthy dose of caution.

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You're open to the benefits AI can bring, but you also want to protect the human connection at the heart of public service.

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So, what’s driving the interest in AI?

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Recent research by NatCen reveals that public sector workers do see potential in AI - particularly when it's introduced with clear purpose, safeguards, and a human-first approach.

Workers agreed that if applied correctly, AI could:

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• Ease pressure by handling routine tasks
• Free up time for more complex, people-focused work
• Improve service delivery, when used transparently and ethically

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The key takeaway? It’s not about replacing people - it’s about enabling them.

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From hesitation to action: What’s next?

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If you’re one of the 38% who are curious but cautious, you’re not alone. Many organisations are still figuring out where AI fits - and how to adopt it in a way that feels safe, effective, and genuinely helpful.

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Introducing Project Octavia: AI for complaint handling, reimagined

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Project Octavia is our new pilot exploring how AI can enhance (not replace) public sector complaint handling. It’s built around your needs:

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✅ Fast resolutions – Help your team triage and respond quicker

✅ Compliance-ready – Keep pace with reporting requirements

✅ Smarter insights – Spot trends, root causes, and areas for improvement

✅ Resource-friendly – Free up time and capacity

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Whether you're ready to lead the way or just starting to explore, Octavia is your chance to shape how AI supports the future of citizen service.

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Curious? Cautious? Ready to lead?

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Whatever your starting point, we’d love you to be part of this journey.

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Sign up here to learn more.

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Let’s build something better - together.

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