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