Richmond & Wandsworth Councils pilot AI carer support tool with Tovie AI

[11.03.2025, London] Richmond and Wandsworth Councils have launched a three-month pilot with Tovie AI to test a new digital tool designed to support unpaid carers. The pilot builds on earlier work with voice AI in occupational therapy and care technology services, where the councils saw strong results in easing administrative workloads and improving resident engagement.

Unpaid carers often delay or are hesitant in seeking help until they reach crisis point. This new tool aims to change this by offering:

24/7 access to support for unpaid carers via an online voice and text bot.

Simple, user-friendly interactions to collect information about carers' needs.

Tailored recommendations for local resources and support and carers assessments

Seamless escalation to council staff when a human response is required.

The automated service is designed to complement existing support and does not replace a conversation with a member of the social work team, should that be the carer's preference. The system also captures information in real time, helping social care staff prioritise and respond more quickly.

Residents who wish to complete an online carer assessment can do so via the dedicated portals for their borough:

Unpaid carers in Richmond: https://carers.support/richmond/register

Unpaid carers in Wandsworth: https://carers.support/wandsworth/register

Both services are designed to provide the same simple, supportive experience but include information tailored to each borough's local services and resources.

Steve Shaffelburg, Senior Commissioning Manager serving Richmond and Wandsworth Councils, said:
"By making support more accessible and immediate, we hope to identify carers earlier and connect them with the right services before they reach breaking point. The technology gives us another way to listen and respond, while ensuring that qualified staff can focus on more complex cases."

The pilot uses Tovie AI's conversational technology to create natural, accessible interactions while safeguarding personal information. The councils are exploring how the tool could reduce pressure on teams, increase early identification of carers, and ensure consistent support.

Joshua Kaiser, CEO of Tovie AI, said:
"The project really emphasises the value of AI and automation in public services as it will allow the councils to scale their support to crucial members of the community, i.e. unpaid carers, at a time where budgets are under tight constraints and human individual-level support is not possible"

This project follows successful trials of outbound calling voice AI bots within Adult Social Care services at Richmond & Wandsworth councils, where more than 70% of calls led to successful outcomes and significant time was freed for staff. Together, these initiatives form part of the councils' wider exploration of how AI can enhance frontline services while keeping people at the centre. https://tovie.ai/uk

Tovie AI
London
128 City Road, London EC1V 2NX
For press inquiries or to arrange an interview, please contact Daria Fomin at d.fomin@tovie.ai.

About Tovie AI
Since 2018, Tovie AI has been a trusted digital transformation partner in enterprise companies for AI automation. We simplify AI adoption for enterprises across industries, including Insurance, Financial Services and the Public Sector, with solutions available across various devices and channels. Tovie AI understands the importance of emerging technologies and invests heavily in research to harness their power for businesses and customers.

About Richmond upon Thames Council
Richmond upon Thames London Borough Council is the local authority for the London Borough of Richmond upon Thames in Greater London. With a population of 198,019, it is divided into 18 wards and elects 54 councillors every four years. Their Digital Strategy outlines their commitment to harnessing emerging digital technologies that provide significant opportunities for public service transformation and efficiency.

About Wandsworth Council
Wandsworth Council is the local authority for the London Borough of Wandsworth in Greater London, which has an estimated population of 329,677. Wandsworth is divided into 20 wards, each electing three councillors. It is a local education authority and is also responsible for council housing, social services, libraries, waste collection and disposal, traffic, and most roads, as well as environmental health.

This release was published on openPR.