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Parents and carers can access trusted SEND information, personalised guidance and ongoing support at any time through an AI-powered digital assistant on WhatsApp, helping them navigate their SEND journey with confidence.
Aida brings together trusted SEND information, local services, practical guidance and support into a single, easy-to-use experience, helping families find the right help with confidence.
Developed alongside local authorities, Aida provides trusted, personalised support that helps families navigate the SEND system with confidence.
By providing support in multiple languages through familiar digital channels, including WhatsApp, Aida helps remove barriers to accessing SEND information and support, ensuring more families can get the help they need.
The Challenge
Demand for SEND services continues to grow, with local authorities facing increasing pressure to support more children, young people and families while managing rising demand and limited resources. At the same time, many parents and carers find the SEND system difficult to navigate, with information spread across multiple websites, services and organisations.
Families are often unsure where to start, what support is available or what the next steps in their journey should be. As needs change over time, many require ongoing guidance and reassurance, leading to repeated enquiries to SEND teams for information, updates and advice.
For local authorities, this creates additional pressure on already stretched services. Teams must balance supporting families with complex needs while responding to a high volume of routine enquiries that could be resolved through accessible, trusted self-service.
Aida: SEND Front Door has been developed to address these challenges by providing a trusted digital front door for SEND services. Available 24/7 through WhatsApp, Aida delivers personalised information, practical guidance and signposting to local services, helping families understand their options, access the right support sooner and navigate their SEND journey with confidence, while reducing unnecessary demand on frontline teams.
The Solution
Aida: SEND Front Door provides a trusted digital front door that makes it easier for parents, carers and young people to access SEND information, guidance and support whenever they need it. Available 24/7 through an AI-powered digital assistant on WhatsApp, Aida delivers personalised conversations that help families understand their options, navigate local services and access the right support with confidence.
Powered by your organisation’s knowledge, policies and curated content, Aida brings together trusted SEND information, local services, community resources and practical guidance into a single, easy-to-use experience. Families receive instant answers, personalised signposting and clear next steps, while retaining access to human support whenever it is needed.
Developed in partnership with local authorities, Aida improves accessibility through multilingual support, promotes self-service and helps reduce demand on frontline SEND teams by answering routine enquiries outside of normal working hours. It also provides valuable insight into the questions, concerns and needs of families, enabling organisations to continuously improve their SEND services and communications.
The result is a more accessible, consistent and responsive SEND Front Door that helps families find trusted information sooner, navigate the SEND system with greater confidence and access the right support at the right time, while allowing frontline teams to focus on families who need specialist support most.
I actually think this version is even stronger than the ASC equivalent because it speaks directly to the pain points of SEND families confusion, navigating complex pathways, understanding processes and knowing what happens next, rather than simply accessing services. It also aligns nicely with the other Aida products, giving you a consistent structure while making each proposition distinct.
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 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: Connecting with Carers 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.
Try Aida
Start chatting to our demo AI assistant for free and experience the magic of intelligent conversations. Built on a subset of real data for a locality, you can get a real feel for how engagement feels and the knowledge on offer.
Quote here
– Karen Hudson, Service Manager, Independence Advice Hub, Bradford Council
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.
