Dandelaion

DVLA · production

Contact Centre Natural Language IVR

"A Natural Language IVR is used on the Contact Centre's voice channel, allowing customers to 'tell' us what their enquiry is about and then route them through to a relevant meessage and/or a advisor."

Publicly known

  • Owner: DVLA
  • Vendor: Content Guru, Google DialogFlow (the Machine Agent product being used). This product is acquired through Content Guru who have selected it as the NLP product of choice for use with the Storm platform and is included in the overarching contract

Undisclosed

  • Model architecture
  • Model performance benchmarks
  • Training data provenance

Who is actually being paid

Supplier arrangement · described jointly for all 2 suppliers

Role

Content Guru are the supplier of our Cloud Contact Centre platform (Storm) which is integrated wth the GoogleDialogFlow Machine Agent product. When we migrated over to the Storm platform, Content Guru migrated our existing IVR flows Storm (from AVAYA). Following this migration, all IVR development including the introduction of NLP, development was completed by in-house DVLA administrators. Google DialogFlow has been through Content Guru who have selected it as the NLP product of choice for use with the Storm platform and is included in the overarching contract

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 the IVR as part of incident investigation and resolution.

Content Guru

05653869

Verified at Companies House · checked 4 November 2026

Registered as CONTENT GURU LIMITED · Active · incorporated 2005

View on the register

Google DialogFlow (the Machine Agent product being used). This product is acquired through Content Guru who have selected it as the NLP product of choice for use with the Storm platform and is included in the overarching contract

No Companies House number in the record.

Source: ATRS record · last updated Tue Apr 07 2026