AI transcription tools used by councils in England and Scotland are producing potentially harmful errors, including false indicators of suicidal ideation and 'gibberish' transcripts, according to frontline social workers. The findings come from a seven-month study by the Ada Lovelace Institute, which examined the use of such tools across 17 local authorities.
The research documented cases where an AI tool incorrectly suggested a client had suicidal thoughts, despite no such discussion occurring. Another social worker reported that AI notes referenced 'fishfingers or flies or trees' when a child was actually describing parental conflict. Experts warn that such inaccuracies could lead to missed warning signs and risky decisions.
Councils from Croydon to Redcar and Cleveland have adopted AI note-takers like Magic Notes and Microsoft Copilot, attracted by potential time savings amid chronic staff shortages. The tools cost between £1.50 and £5 per hour of transcription. While social workers acknowledged time savings and improved focus on clients, concerns persist over errors, particularly with regional accents and the insertion of unsaid words into care records.
The British Association of Social Workers (BASW) has reported cases of disciplinary action against staff who failed to check AI outputs properly. It is calling for clear regulatory guidance. Imogen Parker, associate director at the Ada Lovelace Institute, said: 'These tools also introduce new risks to social work and society, from potential bias in report summaries to inaccurate “hallucinations” in transcripts. These risks aren’t being fully assessed or mitigated.'
