Ali Salaman

Head of Engineering

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The "Contact the FCDO" service empowers British Nationals to quickly access the information they need without immediately escalating queries to the FCDO. Leveraging multiple large language models (LLMs), the service efficiently processes enquiries by selecting pre-written content that human support agents typically use. This approach not only speeds up response times but also reduces the workload on customer support staff. Additionally, the service includes a back-office tool that allows the support team to maintain and update content and metadata used in LLM prompts, eliminating the need for technical engineers to make changes.
This streamlined process enables users to self-serve and find the information they need within seconds rather than days, while retaining the option to escalate to a human agent if necessary. The service ensures quicker access to accurate information, improving the overall experience for British Nationals seeking help from the FCDO.

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