Conversational AI

Imagine being able to talk to text to your computer or phone and have it understand what you’re saying, not just the words, but also what you mean. That’s essentially what conversational AI is all about.

Think of it like a really smart and helpful assistant. You can ask it questions in your own words, and it will give you answers that make sense. It’s like having a conversation, but instead of a person, you’re talking to an agency’s AI representative who can quickly find your answers from their repository of content.

IMPROVE CITIZEN SATISFACTION 

Citizens can now directly ask questions in natural language, as if they were talking to a person. AI-powered chatbots and virtual assistants understand the intent behind the question and provide relevant information instantly. 

PERSONALIZED EXPERIENCE

AI can personalize interactions by understanding individual needs and preferences. Chatbots can tailor responses and proactively offer relevant information based on past interactions and user profiles.

SIMPLIFY PROCESSES

Chatbots can guide citizens through processes step-by-step, answering questions and providing assistance along the way. This simplifies complex tasks and makes them more accessible to all citizens.

Our Approach

Technologies

As a GCP only systems integrator we use the following tools:

Vertex AI Agents: enables developers to easily build and deploy enterprise ready generative AI experiences grounded in their data; it includes a no code agents console to create and monitor conversational AI agents using just natural language prompts

Dialogflow CX: platform for building both generative and deterministic conversational AI agents

Natural Language API: natural language understanding and processing

Text-to-Speech API: convert text into speech

Speech-to-Text API: convert speech into text 

Methodologies

We work with experts in human centered design to help define a user experience which will both engage citizens as well as provide no dead ends. Our point of view is that the data is key and managing the content is a core component of the solution which require governed data pipelines.

Outcomes

While websites are generally available 24/7, finding specific information can still require navigating complex menus and pages. If citizens need help, they may have to wait for customer service to be available during business hours.

We concentrate on two specific outcomes; citizen experience and return on investment in reduced overhead and time savings.