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Close AIDA Waiting Well
Supporting people while they wait with trusted information, personalised guidance and reassurance, available 24 hours a day.
24/7 SUPPORT WHENEVER PEOPLE NEED IT
Residents can access trusted information, personalised guidance and ongoing support at any time through an AI-powered digital assistant on WhatsApp, helping them stay informed and reassured while they wait.
EVERYTHING STORED IN ONE PLACE
Aida brings together trusted information, practical advice, local services and wellbeing support into a single, easy-to-use experience, helping people stay informed, supported and connected while they wait.
DESIGNED BY CARERS, FOR CARERS
Developed in partnership with local authorities and informed by real user needs, Aida has been designed to provide accessible, trusted and personalised support throughout every stage of the waiting journey.
ACCESSIBLE, INCLUSIVE SUPPORT FOR EVERYONE
By providing support in multiple languages through familiar digital channels, including WhatsApp, Aida helps remove barriers to ongoing support, ensuring more residents stay informed and engaged throughout their waiting journey.
The Challenge
Councils often experience a high level of contact from people waiting for both care & support assessments as well as financial assessments. This is natural as people are keen to progress with their assessments and access available support. However this also takes a lot of resources to manage, and a growing number of councils are seeking automated approaches to keep in touch with the ‘waiting well’.
The Solution
Aida is able to help manage contact and demand from the people often referred to as the ‘waiting well’. Keeping in regular contact with people via a series of co-designed scheduled messages, Aida ensures that people are confident that they are still in the system, their assessment date remains in place and asks a number of key questions to ensure their situation hasn’t worsened.
By sending a WhatsApp message to people on a regular basis, Aida reduces calls into the contact centre and proactively manages risk in terms of the waiting well. Questions are co-designed with each council, and the results are automatically available in the dashboards, with an email alert capability to highlight people who may be struggling.
Key features
Allowing a conversation with your content
Your digital assistant allows users to have a conversation with your knowledge. A conversation in their language at a time that suits them.
Reassurance
Aida Waiting Well comes with a host of guardrails and security built in to give you the reassurance that the advice offered is from trusted sources and delivered in the right tone.
Making the Complex, Simple
Allowing carers to interact with your content in their words means quicker, easier access to the right information.
A Member of your Team
Your digital assistant is an extended member of your information and advice team. Available 24/7, in any language and with no limits. It can also link conversations to any follow up interaction so a user has a joined up journey with your services.
Trackable Results
All conversations with your assistant are tracked allowing you to monitor and report on use. This can help inform decisions around missing knowledge as well as deliver insight on use – e.g. common needs, languages used, repeated usage.
Feedback Loops
Using channels such as WhatsApp, we can set up feedback loops to check in on users after their conversations. This can help you understand how well your digital assistant performed.
Trusted knowledge in plain English
Expert-Backed Advice
Get access to trusted information and resources.
Delivered in your language
Users can have a conversation with your knowledge in their language, 24/7
Chat where people are
Delivering your assistant on WhatsApp means we can meet users where they already are and encourage a conversation. Moreover, users can come back to messages and information provided.
Advice on demand
Users can get the answers they need when they need them.
How it works
Aida: Waiting Well is designed for seamless deployment and intuitive use, ensuring maximum uptake by both councils and residents. It’s a standalone service with no reliance on existing infrastructure.
Secure data & Privacy
We build our solutions with the public sector’s critical needs for security and compliance at the forefront. Aida is underpinned by a robust, audited platform, ensuring trust and confidence from day one for your IT and Information Governance teams.
Secure Architecture
The AI functionality operates strictly separate from the user’s personal data. Mobile numbers are held where WhatsApp is used but redacted and encrypted within our proprietary Bullet Brava platform, which is UK-hosted and fully compliant with UK GDPR.
AI Guardrails & Trust
Aida’s conversational engine draws responses only from a pre-ingested, council-approved knowledge base. This essential safeguard eliminates the risk of AI ‘hallucinations’ or ‘drift’ and guarantees all guidance is accurate, safe, and aligned with council messaging.
Compliance simplified
Leveraging the WhatsApp Business API allows us to provide a secure, scalable service via a channel people already use. All data is processed and stored securely in AWS UK-based data centres, with full transparency on data handling procedures to simplify your Information Governance (IG) process.
Ready to see the future of public service?
Get access to a demo to experience our secure AI solutions. You’ll get to see exactly how they work and choose which product you’d like to dive into.
