AI tools and their use in Restart

This report explores how Artificial Intelligence (AI) tools are being introduced and used within Restart delivery, examining both the operational processes behind implementation and the experiences of staff and customers engaging with these tools. Practical learning on how to effectively implement and use AI tools was produced through six fieldwork visits to sites using AI tools, interviews with frontline staff and strategic leads, and three workshops with operational leads.

The research shows that AI adoption within Restart is largely focused on the early stages of the customer journey, particularly onboarding, notetaking, translation, and CV development, with early evidence of interview preparation tools further along the customer journey. While providers are broadly aligned in seeing AI as a strategic opportunity, implementation has varied significantly depending on organisational readiness, governance arrangements and staff confidence.

Across the findings, several overarching themes emerged from providers:

• Providers have prioritised AI use cases that reduce administration burden, improve customer experience, and strengthen quality assurance of actions in meetings. Tools for notetaking and meeting summarisation have been particularly effective in freeing up advisor time for relationship-based support.
• Structured governance and data protection processes are central to AI adoption. Gaining approval for usage of tools, particularly DWP sign-off, are often time-consuming processes, reinforcing the importance early planning.
• Successful rollout is typically phased and pilot-led, best supported by training, clear communication and the use of internal AI Champions or leads. Tailoring tools to easily integrate into existing work and providing training helps build staff confidence and sustain engagement.
• Staff experience is shaped by prior familiarity with AI and digital confidence. While most staff reported AI tools were easy to use once trained, uneven confidence levels and concerns about role replacement highlight the need for reassurance and transparency.
• AI tools have enhanced customer experiences where they support, rather than replace advisor interactions. Notetaking tools were felt to improve communication and engagement between staff and customers.
• Risks remain around accuracy of outputs, and over-reliance on tools by staff.

The report emphasises that meaningful adoption in Restart has depended on thoughtful implementation, strong staff engagement, and clear alignment with staff roles. By targeting repetitive tasks and embedding AI as an augmentative tool, providers have looked to strengthen the relational aspects of employment support, with early promise of implementation in later stages of the customer journey.