Coming soon: CeCe - a new AI assistant for our website and customer contact centre

2 May 2025

Artificial Intelligence (AI) is set to transform the way we work – and we are embarking on a journey to integrate AI technologies into our everyday work. In recent months, colleagues have been involved in pilot programmes to explore the ways that AI can drive efficiencies and manage service demand. 

We’re in the final stages of testing CeCe, a new AI assistant which will help our customers to talk to us and access our services. CeCe will operate both as a chatbot on our website and as a voice agent responding to calls in our customer contact centre.  

CeCe will replace Cecilia - our current website chatbot. We’ve used the lessons learned in developing Cecilia to build this more ambitious digital assistant, which will cover all our service areas. 

CeCe will be the first voice that customers hear when phoning the customer contact centre, and she will be able to respond to common questions such as ‘How do I apply for a Blue Badge’. Where she is unable to provide a response, the call will be passed to one of our customer contact centre agents to assist, meaning our staff can provide help where it’s needed most.