DWP turns to AI to help fix troubled contact centres

£10 million for agents... fewer dropped calls?

Updated Sep 22, 2025 8:31 AM / Published Sep 19, 2025 1:01 PM 2 min read

DWP turns to AI to help fix troubled contact centres — Photo by Eduardo Alexandre / Unsplash

AI agents may be taking your calls in the near future at the Department for Work and Pensions (DWP) – which is planning to spend £10 million on a “conversational AI platform” for its contact centre estate; the UK’s largest.

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Kiera Fields

Kiera Fields is head of special projects at The Stack and was previously at Business Insider. She writes about leadership, tech and business, covering everything from earnings calls to C-suite interviews.