Talking to us is about to get easier
25 November 2025
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Dear colleague,
Soon, you’ll meet our new Voice AI assistant.
Over the next few weeks, you may be connected to our new Voice AI assistant when you call, giving you clear answers directly from our support articles. |
What this means for you
- Just talk, naturally. No need to choose options or key in customer IDs. Simply tell the assistant what you need—in your own words—and it will guide you.
- Answers from our support articles. The assistant is connected to our help centre and uses the same, trusted support articles our teams rely on, so you get accurate information fast.
- Available 24/7 for most queries. Day or night, you can get self-service help for common tasks and questions.
- Sounds personal and natural. It’s designed to understand conversational language and respond in a friendly, human sounding way.
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Need a person? No problem
For complex queries, or if you’d prefer to speak to a specialist, just say “agent” at any time and we’ll connect you. But we’d encourage you to let our Voice AI assistant try first—it can often answer your question straight away from support articles. If it can’t resolve your issue, it will connect you to the right team during working hours. |
Always getting better
Our Voice AI assistant will keep improving over time. We’ll regularly expand the topics it can help with, refine answers from our support articles, and add new capabilities to make calls even smoother. |
Give it a try
Call us on 0344 463 2535, and if you connect with our voice AI assistant, it will ask for your role, for example ‘Exams Officer’, and then it's as easy as having a conversation—no buttons to press. |
We hope the new assistant makes getting help quicker and easier. If you have feedback, we’d love to hear it—raise a case via the Pearson support portal or share your thoughts during your call.
Kind regards,
Craig Holland
Vice President
Customer Service |
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