Enhancing Public Enquiry Services with Generative AI Voicebot System
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Service Needs
Reference No.
N-0312
Title
Business Needs / Challenges
The department currently handles a large volume of public enquiries through traditional channels such as service counters, hotlines, and in-person visits. These methods are labour-intensive, constrained by operating hours and staff availability, and often result in waiting times for the public.
The department is seeking to deploy interactive kiosks equipped with an embedded generative AI Voicebot System (VS) to enhance response efficiency, optimise manpower utilisation, and provide 24/7 self-service access to accurate scheme-related information.
Application Areas
Broadcasting
Social Welfare
Expected Outcomes
The solution aims to implement a Voicebot System (VS) by leveraging generative artificial intelligence (AI) technology, including retrieval-augmented generation (RAG), natural language processing (NLP), voice synthesis/recognition, and a realistic human avatar, to handle public enquiries efficiently and accurately.
The system will support multilingual interactions, fallback to existing NLP QnA logic, enable real-time staff assistance, and ensure scalability for future web-based or tablet deployment, thereby enhancing accessibility, reducing operational burden, and delivering a modern, engaging self-service experience.
Technologies to be Used
Artificial Intelligence (AI)
