Challenge 11.9

How can technology help people overcome barriers to accessing key online services?

Challenge Sponsor: Scottish Government, Digital Directorate

Futr AI

PathFinder is a voice-first platform that enables digitally excluded people to access public services through natural phone conversation, with no smartphone, app or internet connection required. It guides users through service journeys via voice, SMS, or WhatsApp, with built-in safeguarding and multilingual support. A progression model tracks users' growing digital confidence over time, moving them from fully supported calls toward independent use. A self-service admin console lets service owners configure journeys without engineering support, building a reusable evidence base on digital exclusion.

Futr AI responded to CivTech Challenge 11.9

The Opportunity

675,000 Scottish adults and 8.5 million across the UK lack foundational digital skills. Every public service moving online creates demand for an inclusive alternative. PathFinder addresses this across government, health, third sector, and financial services, with a safe, scalable platform that any service owner can configure and deploy without specialist technical resource.

Next Steps

PathFinder launches with Concessionary Travel Bus Passes (over-60s, under-22s, and disability) alongside the MyGov.scot app in 2026. Through 2027, we expand across Scottish Government services, onboard charity and financial services customers and begin UK expansion through existing government relationships. By end of 2027, PathFinder is a self-sustaining commercial operation.

The Team

Futr AI has built and operated a conversational AI SaaS platform serving public sector clients including police forces, central and local government and housing associations for over nine years. The team combines deep expertise in voice AI, conversation design, safeguarding and public sector procurement, with live deployments handling sensitive, high-volume interactions daily.