Ombudsman launches new AI assistant for complainants

The Local Government and Social Care Ombudsman (LGSCO) has launched a new AI- powered assistant that can assist prospective complainants on how to make a complaint and what the Ombudsman can and cannot look at.

The virtual assistant, launched on Monday (12 January), uses AI to trawl through information contained within the Ombudsman’s website, along with a host of other documents and sources to help users access information, the LGSCO said.

It was tested thoroughly before launch to make sure it is accurate and secure, the Ombudsman added.

The Ombudsman also said the service will be kept under review and updated regularly.

Local Government and Social Care Ombudsman, Amerdeep Clarke, announced that the LGSCO is also looking at ways AI and other new technology "can help us in our work, including using it for administrative tasks in our investigations".

She added: "However, we want to be clear—this will only be used to support our staff, not replace their judgement. Every decision we make will continue to be made by a real person, properly informed and accountable."

The assistant can be accessed via the Ombudsman's website.