Challenge / Goal
In the autumn of 2017, Migri (Finnish immigration) faced a significant challenge: they were responding to less than 20% of their end user enquiries, almost 70% of which were simply questions about application statuses. Migri had been looking for a chatbot solution to help manage their enquiry traffic for some time, and decided to do a pilot with boost.ai
Although getting a virtual agent (advanced chatbot) to help answer simple questions, it didn't solve the fact that the immigration service, as a consequence of often being the first port of call for new arrivals in Finland, received questions that their organisation couldn’t deal with and had to refer the end user onwards. This would more often than not mean the end user would have to join another lengthy queue.
We created VAN- a virtual agent network. Powered by conversational AI, the groundbreaking virtual agent network connects visitors across three departments in the Finnish government, from within a single chat window.
On 28 November 2018 the VAN pilot went live with the three virtual agents from Migri (immigration), Vero (taxation) and Patentti- ja Rekisterihallitus (patent & company registration) and are able to seamlessly “hand over” visitors to their digital colleagues when a user asks a question specific to each particular department - all in the same chat window.
As the virtual agent is a new technology and conception, by using the service, citizens are automatically involved in its development and testing.
Assisting citizens through a virtual agent network.
Want to learn more about the lessons learned, financial details and results?