Transforming service delivery at RNIB with AI chat technology

Introduction to the ChatRNIB Project

The ChatRNIB project was born out of a necessity to enhance our knowledge base tool, which, frankly, wasn't meeting our end users' needs as efficiently as we desired. Our goal was to make information more accessible and expedite the support process for our helpline staff to ensure they can provide quicker and more efficient customer service.

Identifying the issue

Our journey began with the recognition of the limitations of our existing knowledge base solution. Not only was it not providing the level of support our users required, but it also lacked the capability to offer specialised knowledge seamlessly. The vision for ChatRNIB was clear: to democratise information, making it readily available to our staff and, by extension, to our customers. This initiative aimed to reduce the need for transferring customers across different teams to get their questions answered, thereby speeding up the support process.

Collaborative innovation and development

The development of ChatRNIB was a collaborative effort sparked by conversations with Torchbox around the limitations of our existing tools and the potential of AI technologies like ChatGPT to enhance our service delivery. 

Working closely, we embarked on a discovery session that involved key stakeholders from both sides. This phase was crucial in defining the direction, focusing on identifying the core issues to be addressed without immediately jumping into technological solutions.

Experimentation and feedback

A key aspect of the ChatRNIB project was the experimental phase, where we introduced an early proof of concept to a select group of users. This approach allowed us to gather invaluable feedback, iterating on the solution to refine and improve its functionality. The process of continual iteration, fueled by direct input from our end users, was instrumental in evolving ChatRNIB into a tool that not only met but exceeded our expectations.

Broadening the impact

As the project gained traction and demonstrated its value, we expanded the pool of users, which generated more feedback and further refinement of the tool. This iterative development process was critical in ensuring that ChatRNIB could meet the diverse needs of our customers and staff effectively.

Embracing responsible AI

A core principle guiding the development of ChatRNIB was the responsible use of AI. It was imperative that the tool could confidently provide accurate information without fabricating responses when uncertain. This ethical approach underpins our commitment to delivering reliable and trustworthy support to our service users.

ChatRNIB and Wagtail AI

In 2023, we launched our new website on Wagtail CMS, the first step towards our ambitious vision to better meet the needs of blind and partially sighted people. 

Torchbox has now successfully produced a proof of concept demonstrating how ChatRNIB can be integrated into Wagtail, allowing all content, including the dynamic interactions facilitated by ChatRNIB, to be managed through a single interface. 

This integration will be a game-changer, allowing us to offer a cohesive and user-friendly experience to our staff and the people we serve.

Looking ahead

The successful implementation of ChatRNIB marks just the beginning of our journey with AI. Looking forward, we are exploring various avenues to integrate AI technologies further into our services, aiming to enhance accessibility and support for the blind and partially sighted community. Our ambition is to leverage these tools to improve our internal processes and offer innovative solutions that can empower our customers to access information and services independently.

Conclusion

The journey of developing and implementing Chat RNIB has been a testament to the power of collaboration, innovation, and a user-centered approach to technology. As we continue to explore the potential of AI, we remain committed to pushing the boundaries of what is possible, always with the goal of better serving our community.