We Asked About AI. Here’s What You Told Us.
- Karolis Duoba
- Apr 10
- 2 min read
How do you feel about AI being used in complaints handling?
We asked just that in a recent LinkedIn poll - and the responses revealed an interesting divide.
🔹 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
These results reflect a growing curiosity in the public sector - but also a healthy dose of caution.
You're open to the benefits AI can bring, but you also want to protect the human connection at the heart of public service.
So, what’s driving the interest in AI?
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:
Ease pressure by handling routine tasks
Free up time for more complex, people-focused work
Improve service delivery, when used transparently and ethically
The key takeaway? It’s not about replacing people - it’s about enabling them.
From hesitation to action: What’s next?
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.
Introducing Project Octavia: AI for complaint handling, reimagined
Project Octavia is our new pilot exploring how AI can enhance (not replace) public sector complaint handling. It’s built around your needs:
✅ 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
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.
Curious? Cautious? Ready to lead?
Whatever your starting point, we’d love you to be part of this journey.
Sign up here to learn more.
Let’s build something better - together.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
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