Transforming Advisor Workflow with AI
Summary
Proposing an AI-powered solution to automate the generation of case notes and client letters, aiming to reduce the significant post-call administrative burden on advisors.
Outcome
The proposed AI-assisted workflow is expected to deliver several key benefits:
Drastically reduce the time advisors spend on administrative tasks, freeing them up to help more clients.
Improve the client experience by allowing advisors to be more present and focused during calls.
Increase the accuracy and consistency of case notes and letters by reducing the risk of human error.
Ensure clients in distress receive their crucial follow-up advice more quickly.
The Project
This project is aimed at significantly reducing the administrative burden on Money & Debt (M&D) advisors at Citizens Advice. Through observational research, we identified that a substantial portion of an advisor's time up to 90 minutes per client was spent on post-call administrative tasks, particularly the manual composition of client letters.
To address this inefficiency, we are proposing an AI-powered solution designed to automate the generation of case notes and client letters. This initiative has garnered interest from the Manchester team, who were exploring a similar problem. After sharing our findings and proposed solution, they have pivoted from their original plan to align with our approach, opening the door for a powerful collaboration.
The Problem
Money & Debt advisors are dedicated to providing empathetic and effective support to clients in distress. However, their ability to focus on client interaction is hampered by a significant administrative workload. The core issues with the current process are:
Manual and Time-Consuming: The process for creating case notes and client letters is entirely manual, fragmented, and takes up a significant chunk of an advisor's day.
A "Copy, Paste Technician" Workflow: Advisors are often forced to juggle multiple tools during client calls—from physical notebooks to various digital documents—leading to a frantic copy-and-paste session after the call ends.
Detracts from Client Focus: This heavy administrative load not only introduces the risk of human error but also pulls advisors away from the work that matters most: being present and focused while advising clients.
The "Write-Up" Bottleneck: The post-call "write-up" has become the single biggest administrative burden, creating a significant delay in getting crucial advice out to clients who desperately need it.
Users & Audience
The primary users of this proposed solution are the Money & Debt advisors at Citizens Advice. They are a diverse group, ranging from highly experienced advisors with structured, personal systems to those who rely heavily on a series of external templates. Despite their different approaches, they share a common goal: to provide the best possible advice to their clients in the most efficient way.
The secondary audience includes stakeholders within Citizens Advice, such as the Manchester team, who are invested in leveraging technology to improve service delivery.
My Role & Responsibilities
As a product designer, my role in this project has been to:
Conduct observational research to gain a deep understanding of the M&D advisors' workflow, tools, and pain points.
Synthesise research findings to identify the key areas of inefficiency and opportunity.
Ideate and propose a solution that leverages AI to address the core problem of administrative burden.
Communicate the vision for the proposed solution through presentations and discussions with stakeholders.
Facilitate collaboration between the M&D and Manchester teams to align on a unified approach.
Process
Our approach was grounded in understanding the real-world challenges faced by advisors.
1. Observational Research
I conducted in-depth observational sessions with M&D advisors across multiple offices. This allowed me to see firsthand how they managed their calls and the extensive post-call administrative work. We saw advisors spending anywhere from 20 to 90 minutes on their post-call "write-up," a process they often described as being a "copy, paste technician."
2. Market & Technology Review
To understand the art of the possible, I reviewed several existing AI tools being trialled within the Citizens Advice network, including Wyser, CaseNote, and Caddy. This review highlighted key features that could be adapted for our specific needs, such as real-time transcription, customisable summary templates, and seamless integration with case management systems like Casebook.
3. Synthesis & Ideation
The insights from the observational research, combined with the potential of AI tools, led to the development of a new, AI-assisted workflow. This concept was designed to directly tackle the most time-consuming parts of the advisors' administrative tasks.
Solution
I proposed an AI-assisted workflow that breaks down the write-up process into distinct, automated stages, transforming it from a manual chore into a streamlined, advisor-led review process.
The Transcriber
During the client call, the advisor can focus entirely on the conversation, building rapport and providing empathetic support. In the background, an AI tool records and transcribes the entire interaction.
The Summariser & The Auditor
Immediately after the call, the AI processes the transcript to auto-populate a structured case summary. It then cross-references this summary with the transcript to verify accuracy and ensure no critical details are missed.
The Identifier & The Writer
Using the client's information from the summary, the AI identifies and pulls in the relevant, pre-approved advice blocks. It then tailors these blocks to the client's specific situation, creating a near-complete draft of the client letter.
The final step is for the advisor to review, make any necessary edits, and approve the letter, shifting their role from a "copy, paste technician" to a "human in the loop" who provides the final, expert sign-off.
Potential Impact
The implementation of this AI-assisted workflow is expected to deliver significant benefits:
Massive Time Savings: By automating the most tedious parts of the write-up, we can drastically reduce the time spent on this administrative burden, freeing up advisors to help more clients.
Improved Client Experience: With the cognitive load of note-taking removed, advisors can be more present, focused, and empathetic during client calls.
Increased Accuracy & Consistency: Automating data entry and summary creation reduces the risk of human error and ensures a consistent quality standard for all case notes and letters.
More Timely Advice: The speed of the AI-assisted process means that clients can receive their follow-up letters and advice much more quickly, which is crucial when they are in a state of distress.