ICO Chatbot
Benefits
This solution has processed over 360,000 queries so far, and has significantly reduced the workload for ICO staff, who previously had to manually respond to each query. In addition, the AI assistant has improved user experience by allowing individuals to self-serve their queries and avoid the need to contact the ICO directly. The AI assistant has a >85% first time response accuracy.
Details
- Tool name
- ICO Chatbot
- Organisation
- Information Commissioner's Office
- Status
- live
- AI method (as recorded)
- Natural Language Processing, Large Language Model, Other
- AI method (normalised tags)
- Natural Language Processing Large Language Model Other
- Usecase
- Conversational AI
- Origin
- gov.uk
- Owning team
- Digital, Data and Technology (DDaT)
- Date added
- 14 January 2026
- Scrape date
- 09/03/2026
- Source note
- The ICO Digital Assistant chatbot uses ICS.AI's proprietary SMART:CHAT software. It offers users three possible journeys: Do I need to pay?, How much do I need to pay?, and Do I need to register a DPO? It's also equipped to answer 27 of the ICO's most frequently asked questions about the data protection fee. If the chatbot is unable to find a pre-loaded answer, it will search the ICO website and return relevant results. [Source]