Money Information Centre Chatbot
We partnered with Leeds City Council to create an AI-powered chatbot
that transforms how people access financial support—making it faster
and easier to understand.
Overview
Leeds City Council’s Money Information Centre (MIC) has provided vital financial guidance for residents for over a decade. As citizen needs evolved, the Council partnered with Kainos to enhance the MIC website experience—introducing an AI-powered chatbot that makes accessing financial support easier, faster, and more inclusive.
Using a tailored mix of AWS technologies and developed in line with Kainos’
Responsible AI standards, the chatbot delivers clear, natural responses to user
questions and reduces the demand on frontline staff by handling routine queries automatically
The solution
We worked alongside Leeds City Council to design and implement an AI-
powered chatbot that integrates seamlessly with the MIC website.
Built with empathy, clarity, and accessibility in mind, the chatbot allows users to:
Ask questions in plain language and get relevant, immediate answers
Quickly navigate to the right services or contacts
Receive personalised responses that are easy to understand—even for those
in distress or unfamiliar with financial terminology
The impact
The Money Information Centre chatbot:
Offers an improved user experience, helping citizens find what they need
quickly and easily with personalised and easy-to-understand responses to
queries
Has freed up frontline advisors by automating routine responses so they can
focus on more complex cases
Provides a pilot use case for using AI in other citizen-facing services across
Leeds City Council websites
Helping more people get the help they need
With financial pressures rising, citizens were increasingly turning to the MIC for support. While the site offered strong foundational content, Leeds City Council saw an opportunity to improve accessibility and make it easier to find the relevant information - especially for users unfamiliar with financial terminology
or digital navigation.