Helping Citizens Advice Reach a Younger Audience with AI
Citizens Advice Welwyn Hatfield wanted to make it easier for younger and tech savvy people to access support online — providing instant answers through a channel that feels natural, accessible and always available.
The Challenge
Citizens Advice provides vital support across a huge range of issues, but the way people expect to access information is changing.
Citizens Advice Welwyn Hatfield wanted to better engage a younger, digitally focused audience who increasingly expect to be able to ask a question online and receive an immediate response.
The challenge was to provide that instant access while ensuring answers were based on information Citizens Advice could trust.
The FluentAI Solution
FluentAI worked with Citizens Advice Welwyn Hatfield to create a bespoke AI chatbot, trained using information and data provided by their team.
Rather than simply directing visitors around the website, the chatbot allows people to explain what they need help with conversationally and receive an immediate, relevant response.
Alongside the chatbot, FluentAI provides daily summaries of conversations, giving the team visibility of how the service is being used.
Detailed monthly statistics and reporting provide further insight into the number and nature of conversations taking place.
From Concept to Launch in Three Months
The complete project was implemented within three months, including development, training and testing.
Working closely with the Citizens Advice team during this period allowed the chatbot's knowledge and responses to be tested and refined before going live.
The service launched in August 2026.
10 Conversations a Day — Without Adviser Intervention
Since launch, the chatbot has been handling approximately 10 conversations every day.
So far, every conversation has been resolved without requiring human intervention.
That means people can get an immediate response online while Citizens Advice advisers can concentrate their time on cases where their expertise and personal support are needed most.
At a Glance
Making Support Easier to Access
For Citizens Advice Welwyn Hatfield, AI isn't about replacing advisers. It's about providing another way for people to access help.
By combining trusted Citizens Advice information with a conversational online experience, the service provides immediate support while helping the organisation understand what people are asking about.
And for a younger generation accustomed to getting information instantly online, it provides a new way to start that conversation.