The ministry provided us with 250,000 frequently asked questions (FAQs) and answers to setup DialogXR for their purpose.
The challenge statement –
- Frequent changes in the information database related to laws and procedures
- Time and cost investment in training customer service executives
- Higher request volumes create longer delays in providing responses and resolutions
- Repetitive and uncomplicated queries would consume majority of the response efforts
Resolution –
With DialogXR, trained on their data and integrated with their systems, we were able to
- Reduce the work load on existing workforce for the purpose
- Automated majority of the repetitive and uncomplicated queries
- Auto-updated responses based on changes in laws and procedures in the database
- Nullified the delays in response, further empowering the citizens with quick access to accurate knowledge