Universal Credit Managed Migration - I'm on the sick but they want me to work

TimeLord1

https://forums.moneysavingexpert.com/discussion/comment/81975609#Comment_81975609

Might have some artificial intelligence bots attached. I can see most messaging going in that direction. Most places you contact now you run into some form of AI before you can chat to someone. UC itself is well linked but falling behind in tech now being sixteen years old I hasn't updated much.

NedS

There are no current plans for a UC App.

I see zero chance of voicemail attachments on the UC journal for a multitude of reasons I won't go into here. The UC service has a very strong aversion to anything being uploaded or 'attached' to the service that is not absolutely necessary. Giving claimants the ability to upload or 'attach' stuff in an uncontrolled fashion is simply not going to happen.

I do see DWP using more AI chatbot technology as a first tier (self)help system, as this could meaningfully reduce the number of telephony operators that are required.

AI is already being used to reduce fraud and error, although if anything it has led to more staff being employed as once such potential cases have been identified by AI, they must all be investigated by a human, so more humans are needed as AI detects more fraud and error.

TimeLord1

https://forums.moneysavingexpert.com/discussion/comment/81975788#Comment_81975788

@NedS I fully understand leaving information would be a nightmare I've seen many platforms fail being overloaded. I guess eventually this platform will have to reduce it's old threads or it will get expensive storing decades of unreliable, Irrelevant, material.

NedS

https://forums.moneysavingexpert.com/discussion/comment/81976138#Comment_81976138

Another issue is one of data protection. Staff already spend a significant amount of time removing personal details that should not be posted to the journal (NI numbers, bank account details). AI can do a reasonable job of detecting such information (it's not hard for AI to recognise a NI number) and can prompt the user to edit and remove personal information before submitting a journal post, but this would be a nightmare for voice messages and a lot harder for automated screening to detect and prevent or remove.

TimeLord1

Well most times you phone them they state it's being recorded. So I guess they store that for someone to check it.

"Generally, DWP call recordings are retained for 2 years after the date of the call. However, if the call relates to a dispute, fraud investigation, or appeal, it may be kept longer"