Dandelaion

DVLA · production

Contact Centre Chatbot service

"A Chatbot tool used by Contact Centre Webchat channel to automatically answer customers and collate relevant information for the Webchat advisor when required. "

Publicly known

  • Owner: DVLA
  • Vendor: Content Guru

Undisclosed

  • Model architecture
  • Model performance benchmarks
  • Training data provenance

Who is actually being paid

Content Guru

05653869

Role

Content Guru are the supplier of our Cloud Contact Centre platform (Storm) which is integrated with the Google DialogFlow Chat bot product. When we migrated over to the Storm platform, Content Guru migrated our existing chat bot flows and scripts over to DialogFlow (we previously used Salesforce Einstein). Following this migration, all chat bot development was completed by in-house DVLA administrators

Procurement procedure

Open procurement using the Crown Commercial Framework - Network Services RM3808

Data access terms

Content Guru provide Contact Centre Cloud services to the DVLA and are only provided permission based access to data as part of incident investigation and resolution. The chat bot solution processes customer enquiry information and captures some personal information to support the data protection confirmation process

Verified at Companies House · checked 4 November 2026

Registered as CONTENT GURU LIMITED · Active · incorporated 2005

View on the register

Source: ATRS record · last updated Tue Dec 16 2025