AI use in advice service- CHAI second report on AI trial
Teresa Sutherland shares the second report on the AI trial they have been piloting in their agency. Since the initial report, shared earlier this year, CHAI share an update on their experiences and next steps.
The report provides an update on how they have used the Wyser AI-assisted case note pilot (accessed through the AdvicePro case management system) in January 2026.
Whilst feedback from advisors has continued to be mixed, they note how the clear majority do not feel that the system currently saves them time, and after months of testing and staff feedback they have decided not to require advisors to use the system. They are exploring more targeting and lower cost solutions.
'While this is not the outcome we initially hoped for, the pilot has provided CHAI with valuable practical evidence about the use of AI in welfare rights and money advice. It has enabled us to make an informed, evidence-based decision about future investment and will help ensure that any future technology we adopt genuinely improves, rather than simply changes, the way our advisers work.'
Find a copy of the full report below:
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