Meet Charlotte, our AI assistant

When you fill in a form on our website, you’ll usually get a call from Charlotte, Pensions Advice UK’s AI assistant. She’s here to make sure you hear from us quickly and get through to the right person without waiting around.

Why we use Charlotte

We get a lot of enquiries every day, and many of the calls we make go unanswered. People are busy at work, driving, or don’t recognise the number. Our pension specialists could spend much of their day redialling numbers and leaving voicemails instead of helping people.

Charlotte takes on that first step. She makes the first calls and follow-ups, so our specialists can spend their time talking to customers who are ready to speak to them. It means we can help more people, more quickly, and keep our team focused on giving you their full attention.

What Charlotte does

• Calls you after your enquiry to say hello and confirm it’s a good time to talk.
• Checks a few details, such as your name and date of birth, so we know we’re speaking to the right person.
• Asks a couple of quick questions about your pensions, so our team understands what you need before they speak to you.
• Puts you straight through to one of our pension specialists, or, if they’re busy or it’s outside office hours, books a callback at a time that suits you.
• Leaves a short message if she can’t reach you, and may send a text with a link so you can book a time yourself.

Good to know

• Charlotte calls from 0161 570 1894.
• Calls are recorded for training and quality purposes, and she’ll tell you this at the start of the call.
• She won’t keep calling once you’ve spoken to us, booked a time, or told us you’re not interested.
• If you’d prefer not to be called, just tell her and we’ll stop.

Questions about calls from 0161 570 1894