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UK Domestic Abuse Charity Solace Women's Aid leverages AI from Voxly Digital to enhance its support capabilities.

Meet Freya, a chatbot that provides support and advice to women and children suffering from domestic abuse.

 
 

Solace Women’s Aid is a UK based charity who's vision is “A world where everyone is able to live safe and independent lives which are free from gender-based violence, abuse and exploitation.


At Voxly Digital, we understand the critical role that technology plays in transforming how essential services are delivered. For organizations like Solace, which provides support to women and children affected by domestic abuse or violence, having a fast, accessible, and discreet support service is paramount.


To meet this need, we recommended and provided two Conversational AI solutions: 


  • Freya, a Conversational AI Chatbot that provides instant answers and advice 24/7.  

  • A Live Chat solution that allows Solace to provide 1-2-1 support from a real member of staff. 


Our Generative AI Chat for Charities and Live Chat solutions work together - letting Solace scale its operations, reduce resources, and offer users the personalized support they need - whenever they need it.


The Urgent Need for Scalable, 24/7 Support Solutions


During the COVID-19 pandemic, rates of domestic abuse surged across the UK. Calls to national helplines increased by 65% during the lockdown, and Solace saw a 117% increase in demand for their advice line. 


With their helpline only open until 5 PM and limited resources to handle the growing volume of calls, Solace needed a new way to provide support - especially for younger users, who may not feel safe calling a helpline.


"We wanted to ensure that every survivor received the support they needed quickly and efficiently, especially given the sharp rise in calls post-lockdown. Freya allows us to reach more people, more effectively, even after hours." Judith Banjoko, Director of Services at Solace


AI Chat: Offering Fast, Personalized, Instant Support 24/7


Freya, a web-based Generative AI chatbot for Charities developed by Voxly Digital, serves as an extension of Solace’s website and support team. It offers around-the-clock assistance to women and children in need. By providing instant, discreet, and personalized advice, Solace ensures that survivors can access life-saving information whenever it is needed.


Freya was designed to respond to frequently asked questions about domestic abuse, providing vital information on topics such as:


  • Available services in their area: Freya directs users to the appropriate services depending on their location, helping to reduce frustration and confusion about who to contact.

  • Safety advice: If users are not yet ready to contact someone directly, Freya provides tips on how to stay safe and what to do if they need to leave a dangerous situation.

  • Advice on legal rights and support: Freya can answer questions about legal protections and the steps needed to secure safe housing or escape from abusive environments.


Live Chat: Seamless Support from AI to Human Agents


Freya is capable of addressing common queries, and users will normally start by interacting with the AI first. But oftentimes, users will also need the care and empathy of human staff. That’s where Live Chat comes in.


This hybrid model combines the speed and efficiency of AI with the expertise and compassion of live advisors. It also enables Solace to provide scalable support, reserving human interaction for the most sensitive or complex cases.

 
 

Impact


The positive impact at Solace is aligned with findings recently published by Microsoft (Forrester TEI study), which showed that AI-driven solutions can reduce call handling times by 40% and improve first-contact resolution by 20%. These improvements help organizations scale their support services while providing survivors with fast, personalized advice in critical moments.


Since launch on Solace’s website, the AI chatbot and Live Chat service has dramatically improved how the charity manages demand for support. Key benefits include:


  • 24/7 Availability: Freya provides round-the-clock support, ensuring that survivors can access help even outside of traditional helpline hours.

  • Personalization: The chatbot provides tailored advice based on the user’s situation, making it more likely that they receive the right information when they need it most.

  • Scalability: By automating responses to routine inquiries, Freya reduces the burden on Solace’s limited resources, allowing human advisors to focus on more complex cases.


These benefits echo the findings in Microsoft’s Forrester TEI study, which highlighted the 315% ROI organizations can achieve by implementing AI-driven customer service solutions. Freya’s ability to scale support efficiently while maintaining a high level of personalization and safety for users positions Solace as a leader in providing digital-first solutions for those in crisis.


Meeting a Growing Need with Innovative Solutions


As the need for domestic abuse support services continues to grow, it’s crucial that organizations like Solace are equipped with the right tools. The development of Freya has shown that Conversational AI can play a vital role in offering scalable, safe, and effective support to survivors of abuse.


Voxly Digital was selected for this project by WaveMaker UK.


“Solace provides invaluable support to those facing and fleeing violence at home. We identified an opportunity to work with Voxly Digital to build and develop a chatbot that could address the increase in demand coming into the Solace advice line post-lockdown. Not only does it offer 24/7 support to those in need, but it does it in a way that is discreet, quick and safe. We are proud of what the teams have achieved.” Paul Hutchison, CEO UK at Wavemaker


The Future of AI Support: A Hybrid Approach


The combination of AI Chat and Live Chat brings a powerful, hybrid model to the table—one that offers instant, automated support with the ability to escalate to human advisors when necessary. This hybrid model allows organizations like Solace to provide round-the-clock care without overstretching their resources.


As we look to the future, it’s clear that Conversational AI is not just a tool for businesses—it’s a lifeline for charities and organizations working on the frontlines of critical social issues. Freya is just the beginning of what is possible with AI-powered support solutions.


Ready to Revolutionize Your Customer Service?


If your charity is ready to explore how a Generative AI Chatbot and Live Chat solutions can help you scale your services and provide personalized, 24/7 support, contact Voxly Digital for a free chat.

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