Photo by ThisIsEngineering
An experienced council worker’s decades of knowledge and insight have been transformed into an AI-powered chatbot designed to assist fellow employees in adult social care.
Geraldine Jinks, who has served Peterborough City Council for 35 years as a therapy practitioner, is well known among colleagues for her expertise and willingness to offer advice. Her deep understanding of the field has made her a go-to figure for guidance across the department.
However, the constant flow of inquiries—though welcomed by Jinks—had begun to place strain on her time. Recognising this, her manager proposed a technological solution to preserve and share her knowledge more efficiently, ultimately leading to the creation of an AI tool named Hey Geraldine.
The chatbot was developed with direct input from Ms Jinks, who collaborated with the council’s team to feed it the kind of information she regularly provides. The responses were crafted in her signature style—friendly, conversational, and straight to the point—ensuring the experience felt authentic to users.
“It was so exciting to develop this chatbot,” Ms Jinks said. “Staff can now ask me questions whenever they want and receive a reply straightaway. It’s lovely that they’ve kept my name and some staff have told me they actually thought they were chatting with me – I guess that’s because I’ve written all the answers!”
According to Peterborough City Council, Hey Geraldine is designed to handle a wide range of contextual and practice-based queries. For example, it can provide advice on situations like, “I am working with a person who is forgetting to turn the oven off. What is available to help them?” The chatbot then offers possible solutions, relevant resources, and helpful links tailored to such challenges.
Officials hope the tool will streamline processes and improve outcomes—particularly around discharging patients from hospital care. One of the key aims is to ensure people can return home promptly with the right support in place, which in turn reduces strain on both the NHS and local government resources.
Councillor Shabina Qayyum, the cabinet member for adults and health—and a practising GP—stressed the importance of timely hospital discharges. “I know how incredibly frustrating it can be for patients who are delayed in returning to their home after a stay in hospital,” she said.
“Delays don’t just affect individuals—they also place a financial burden on both the NHS and local councils. The use of technology-assisted care like smart devices and home activity sensors can really help people to regain their independence quickly.
“The Hey Geraldine chatbot helps staff to implement these technologies effectively, backed by all the knowledge and care that Geraldine herself would bring.”
The chatbot initiative represents a broader move by the council to embrace digital solutions in health and social care, combining human experience with modern technology to improve services and support staff on the front lines.
