The automated voice/telephony system

I hereby request the following data regarding the performance of this system:

1.Total Complaints: The total number of formal and informal complaints received regarding the automated voice/telephony system in the last 12 months.

2. Abandoned Call Rates: The total number and percentage of calls terminated by the caller before speaking to a representative since the system's installation.

3. Human Diversion Rate: The percentage of callers who successfully reach a human agent versus those who are disconnected or kept within the automated menu.

4. Cost and Implementation: The total cost of installing and maintaining this specific automated system to date.

5.A copy of the "Accessibility Impact Assessment" conducted prior to the implementation of this voice-recognition system.

1. In the last financial year there were 5 formal complaint cases about being dissatisfied with IMPY. We do not the record informal and early resolution stage.

2. Since the automated bot was implemented in May 2024, the total number of abandoned calls for the lines on which it supports equals 21163, this equates to 8%.

3. Approximately 30% of callers disconnect within the automated bot either through:
• Receipt of an appropriate answer to their query
• Technological error via either party
The remainder are passed successfully to an advisor either via request or due to technological recognition of requirement.

4. This information is exempt under section 43(2) of the Freedom of Information Act 2000

5. Please see attached the Equality Impact Assessment.