BBC News: Council turns experienced worker into AI chatbot

At Datnexa, we take great pride in delivering impactful digital solutions for public services. The recent feature of Hey Geraldine in the BBC is welcome recognition of how truly transformative technology-enabled care can be when it is rooted in real expertise and local partnership.

Hey Geraldine, our AI-enabled social care assistant, has been developed in close collaboration with Peterborough City Council and Outcomes Matter Consulting. Our aim was simple: empower practitioners with immediate, practical guidance, grounded in the wisdom of an experienced social care leader, and available at any time.

Recognition That Matters

The BBC’s coverage highlights what we at Datnexa and our partners already see every day: technology and human expertise, aligned and applied meaningfully, can transform the experience of care for both practitioners and the people they support.

From Years of Experience to 24/7 Support

Geraldine Jinks dedicated over three decades to serving her community in Peterborough—always the trusted source for practical, compassionate advice. As demand on services grew, it became clear that her expertise needed to be accessible to more people, at all hours.

Working directly with Geraldine, our team transformed her knowledge into an AI assistant that provides answers in her characteristic style. Staff can ask questions whenever they arise, from everyday queries to complex scenarios, and receive accurate, relatable guidance instantly.

Human Touch, Digital Speed

Hey Geraldine is more than a chatbot. It brings a human, conversational tone, helping staff feel supported rather than simply “processed”. Practitioners can:

• Get contextual advice relevant to their real-world challenges.

• Access up-to-date resources, trusted digital tools, and guidance for technology-enabled care.

• Receive information in a way that mirrors Geraldine’s welcoming, practical approach.

This technology has been especially effective in helping staff adopt new digital solutions, boost their confidence, and unlock productivity that directly benefits residents.

Delivering Measurable Impact

Hey Geraldine has significantly reduced response times and freed up occupational therapists to focus on complex cases, whilst giving everyone immediate access to best practice advice. Early results demonstrate positive outcomes:

• Average time saving of 15 minutes per enquiry.

• Over 1,200 queries answered in a six-week pilot, saving more than 300 hours for the occupational therapy team.

• Staff report that the answers feel authentic and tailored, just as they would expect from Geraldine herself.

Furthermore, the insights dashboard enables real-time analysis of the themes and trends in queries, informing targeted training and smarter service delivery.

Our Commitment: Innovation with Purpose

Hey Geraldine exemplifies what Datnexa delivers, innovation that starts with people, powered by data and driven by real-world need. We are committed to helping organisations across health and social care build smarter, more responsive services that empower their teams and the communities they serve.

Want to see how Hey Geraldine could work for your local authority? Visit HeyGeraldine.co.uk