Charlie the Chatbot

Our new tool, available 24/7, to help you find your way to the information and advice you’re looking for.

Hi, I’m Charlie the Chatbot

Have you seen this picture pop up on your screen when you’ve been looking at our website recently?

Meet Charlie the Chatbot, the latest addition to our team who lives on the bottom right-hand side of our website!

Charlie can guide you through our information and advice to help you find the support you need quickly and easily, whenever you need it – 24 hours a day, 7 days a week.

How do I use Charlie the Chatbot?

Just click on the picture of Charlie to start.

Charlie will ask you few questions that will help take you to the right information and advice. You can also type in key words or phrases to get Charlie to respond.

So, for example, if you wanted to find out more about Disability Living Allowance, you could type in ‘DLA’ or ‘I need help with DLA’. Charlie will lead you to the information you need.

Are robots taking over?

No! Charlie the Chatbot is just one of many different ways you can get in touch with us. Find out more about how you can contact us and get support for your family.

We know that some questions are too complex for a robot to solve, and sometimes you need a human touch. That’s why if Charlie the Chatbot can’t find what your are looking for, they can transfer you to a member of the team on our Live Chat service if they are available. That’s usually Monday-Friday between 9.30am–12pm and then between 2-4pm.