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e-Gov virtual assistant makes talking with the government painless

The Register of Enterprises of the Republic of Latvia is the main contact point and source of information about registration of companies in Latvia and keeping track of all companies doing business in this country.

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The Client

The Register of Enterprises of the Republic of Latvia is the main contact point and source of information about registration of companies in Latvia and keeping track of all companies doing business in this country.

The Challenge

Every year the Register of Enterprises of Latvia responds to more than 67 000 calls and 10 000 emails. Most of these inquiries can be easily classified and standardized, thus making them especially suitable for AI processing. Can AI make life easier for government officials and their customers?

Solution: Automated Customer Support

UNA is the first virtual assistant working for a public body in Latvia. UNA helps with day-to-day business by providing written replies to frequently asked questions about registration of new companies or the progress of the submitted registration documents. The virtual assistant of the Register of Enterprises is a customer-oriented tool - she is available at any time and communicates in a clear and understandable business-like manner.

UNA has been created and trained to understand questions and respond in natural language via the virtual assistant platform of Tilde. It incorporates multilingual NLP (natural language processing) and NLU (natural language understanding) services for knowledge training.

UNA serves customers 24/7 on www.ur.gov.lv, as well as via the Facebook Messenger application of the Register of Enterprises.

Benefits

  • By incorporating a virtual assistant in its services, the Register of Enterprises has made communication with its customers more user-friendly and accessible.
  • Customers can save time and money. They can immediately receive answers to their requests and do not have to wait for a call centre operator to pick up.
  • UNA takes care of routine technical communication and lets the “real” employees focus on tasks with higher added value.
  • We are certain that UNA will dramatically transform perceptions about communication with governmental bodies. Stay tuned for the first feedback!