Case study
Case study
Proving AI could answer the public’s questions, safely
Scottish Credit and Qualifications Framework Partnership (SCQFP) · Education & qualifications
SCQFP wanted to know what AI could do for the enquiries they receive from the public. We built a working pilot that answered real qualification questions, and set out exactly what safe production would take.
The situation
SCQFP receive a steady stream of enquiries from members of the public through an email address. They wanted to explore whether AI could answer those questions more helpfully, giving people more personalised feedback about qualifications than a standard email reply.
Rather than commit to building something, they wanted a pilot: a low-risk way to see what was genuinely possible, and what it would take to do it responsibly.
What we did
Build a working pilot
We created a proof-of-concept assistant that understood qualifications and could respond to public enquiries in a more personalised way than the email route.
Test it honestly
We ran a series of real-world challenge scenarios against it to see where it performed well and where it needed care.
Map the road to production
We set out the guardrails a live version would need: how to keep it safe, accurate and controlled enough to scale into a service the public relies on.
Selected screens
A look at the system
Representative screens from the delivered application. Data shown is illustrative. Real client and consultant information has been replaced.
Outcomes
The results
- A working pilot that met its goal of demonstrating the capability
- Evidence from real challenge scenarios, not just a demo
- A clear view of the guardrails needed for safe production
- A confident, low-risk basis for the next decision
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