A new virtual agent system is being introduced to help people calling about Universal Credit to get the right support.
The automated ‘Conversational Platform’ will launch in late September for individuals calling about a new or existing claim.
Claimants calling up will be asked a number of questions. The agent will be able to provide answers to basic questions and put the person in touch with an advisor if needed.
Some 5.9 million people currently claim the benefit that supports working age people on low incomes.
More people are being moved onto the new benefit as it replaces several legacy benefits.
Universal Credit is replacing these six legacy benefits with the rollout taking place gradually in different parts of the UK:
- Working Tax Credit
- Child Tax Credit
- Income-based Jobseeker’s Allowance (JSA)
- Income Support
- Income-related Employment and Support Allowance (ESA)
- Housing Benefit.
This month, the DWP has been sending out migration notice letters to people on legacy benefits in these areas to invite them to apply for Universal Credit:
- West Scotland
- Derbyshire
- South London
- Staffordshire
- West Yorkshire.
Once a person has filed their Universal Credit claim, their legacy benefits will stop and they will get their first Universal Credit payment in five weeks time.
The DWP plans to move the majority of claimants over to Universal Credit by December 2024.
Individuals who claim income-related ESA and do not get tax credits will be moved to Universal Credit by 2028.
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