Conversations by IF: AI triage

When you get in touch with a product or service today, there's a good chance that an AI agent is the first thing that you communicate with. Sometimes that means accessing helpful information quickly, and sometimes it means frustration or even inaccuracies.

We want to explore when generative AI can be responsibly used to improve outcomes in public services and when humans need to step in.

When are human interactions important and when do people expect them? Where do we draw the line between high-stakes and low-stakes interactions? And do people always understand when they’re talking to a person and when it’s an AI-generated output?

Joining us to discuss this and bringing in their breadth of experience from across the NHS, local government and the charity sector will be:

Imogen Levy linkedin.com, Chief Digital Officer, RSPCA (previously NHS England)

Imogen was Head of Product for ‘First Contact: Intelligent Navigation’, the national programme enabling AI-powered triage and self-referral, which is now rolling out through the NHS App.

Lingjing Yin linkedin.com, Head of Product, Royal Borough of Greenwich Council

Lingjing leads product transformation and service design at the Royal Borough of Greenwich, improving resident outcomes across services such as social care and housing. She’s also the co-lead for Greenwich’s anti-poverty response.

The last 10 years have been transformative, and the next 10 are set to be even more so. We’d love you to help us kick off this new era, enjoy some drinks and snacks, and join us in this conversation about where things go from here.