The Story of "Hey Geraldine": A Human Touch Reimagined as AI

Datnexa HQ
Jul 27
2 min read

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

When One Team Member Knows It All…

Imagine working on a team where there’s one person everyone turns to for answers. At Peterborough City Council, that person was Geraldine Jinks. With 35 years spent supporting vulnerable residents and pioneering technology-enabled care, Geraldine became the living encyclopedia for her colleagues. Her friendly manner, vast experience, and willingness to help made her indispensable, but also left her overwhelmed by a never-ending stream of “quick questions.”

The Problem:

Geraldine’s expertise was irreplaceable, but demand for her advice was so high it took her away from critical, complex work. She wasn’t in the office 24/7, meaning gaps in knowledge and delays when she was on leave. The team realized something had to change, not just for Geraldine, but for the entire council and all the people they supported.

The Breakthrough: AI with a Heart

In 2023, Peterborough City Council teamed up with Datnexa and expert partners to do something remarkable. Instead of trying to “clone” Geraldine, they worked with her to turn her knowledge, voice, and caring spirit into a 24/7 AI chatbot - aptly named “Hey Geraldine.” This new digital assistant learned directly from its namesake, capturing not just what she knew, but how she would say it.

Geraldine herself spent months with the team, teaching the chatbot to answer questions with her trademark chatty, direct style. The result? An always-there digital helper staff could turn to at any time.

A Human Story, Real Impact

Upskilling the Workforce:Staff can now “chat” with Geraldine around the clock, building confidence in using technology in care - even on weekends and holidays.
Returning Time to Experts:During the first six weeks, the chatbot handled 1,200+ staff queries, saving the Occupational Therapy team more than 300 hours - time that went straight back to helping people, not managing admin.
A Familiar, Friendly Face:Many staff say using “Hey Geraldine” feels just like talking to the real Geraldine. She’s proud to know her unique way of supporting others is now multiplied across the council.
Smart Solutions for Real People:The chatbot doesn’t just spit out facts - it helps with everyday, practical problems. Got a resident who keeps forgetting to turn off the oven? “Hey Geraldine” suggests easy solutions, just like its human inspiration would.

The Next Chapter

With “Hey Geraldine” a hit among staff, the council is working on a public version for residents—bringing warmth, wisdom, and smart care advice to everyone in Peterborough. This isn’t just an AI tool; it’s a powerful story of how one person’s passion for helping others can be amplified to touch thousands more lives.

“It’s so exciting to see staff still think they’re talking to me - even when it’s the chatbot!”– Geraldine Jinks

“Hey Geraldine” stands as a testament to Peterborough City Council’s commitment to innovation, and the people behind the tech. By capturing the soul of a dedicated professional, they’ve created a digital legacy that keeps caring, day and night.