Council turns experienced worker into AI chatbot

Geraldine Jinks has been a dedicated employee at Peterborough City Council for 35 years, working as a therapy practitioner in adult social care. Over the years, her deep knowledge and experience have made her the go-to person for advice among her colleagues. However, the constant stream of questions from staff began to take up a lot of her time, even though she was always happy to help. Recognizing this, her manager and the council decided to find a technological solution that would allow Geraldine to share her expertise more efficiently.

The council developed an artificial intelligence chatbot called Hey Geraldine. Geraldine herself worked closely with the development team, providing information and crafting answers in her own friendly and direct style. The goal was to create a tool that could answer the kinds of questions she received every day, making it feel as if staff were still talking to her. Now, employees can ask Hey Geraldine questions at any time and receive instant responses. Some staff members have even said that the chatbot feels so much like Geraldine that they thought they were chatting with her in person.

Hey Geraldine is designed to handle practical, real-world questions, such as what to do if someone is forgetting to turn off the oven. The chatbot offers a range of solutions and provides links to helpful resources. The council hopes that this technology will make it easier and faster for people to be discharged from the hospital and return home safely. The project began in 2023, and it is part of a broader effort to use technology to improve care. Shabina Qayyum, a council member and general practitioner, explained that delays in hospital discharge can be frustrating for patients and costly for both the NHS and local authorities. She believes that technology-assisted care, like smart devices and home sensors, can help people regain their independence more quickly. The Hey Geraldine chatbot supports staff in using these technologies, ensuring that the care provided is as knowledgeable and compassionate as Geraldine herself.

This innovative approach is helping the council save time, improve efficiency, and provide better support to both staff and the people they care for. By turning Geraldine's years of experience into a digital resource, the council is making sure her wisdom is available to everyone, whenever they need it. The success of Hey Geraldine shows how technology can be used to solve real problems and make a positive difference in people's lives. If you have a story about Peterborough, the council encourages you to get in touch and share your experiences.