Please note: The algorithm descriptions in English have been automatically translated. Errors may have been introduced in this process. For the original descriptions, go to the Dutch version of the Algorithm Register.
North Holland Provincial Service Centre AI Assistant
- Publication category
- Impactful algorithms
- Impact assessment
- Risk Assessment under the AI Regulation, ...
- Status
- In use
General information
Theme
Begin date
Contact information
Responsible use
Goal and impact
The AI assistant for the Service Point is used to help draft replies to messages from members of the public and organisations. By generating an initial draft of a reply, time is saved and replies become more professional and easier to understand.
Considerations
More efficient and higher-quality services come at the cost of risks of inaccuracies and a loss of authenticity. Through deliberate human intervention, we minimise these risks and ensure human contact.
Human intervention
The staff member decides for themselves which input is used to generate draft answers. The output is always checked for content and edited by one or more staff members.
Risk management
The Service Point assistant operates within a secure platform run by the Province (DAAN). Within this platform, only Service Point staff have access to the Service Point AI assistant. Staff ensure that personal data, such as names or addresses, is not processed by the AI assistant. Furthermore, all results are checked to ensure that factually incorrect or fabricated information does not appear in the responses.
Elaboration on impact assessments
The Servicepunt AI assistant has been tested in accordance with the European AI Regulation and the values of the Province of North Holland regarding the use of data and AI.
Impact assessment
- Risk Assessment under the AI Regulation
- Data and AI Values for the Province of North Holland
Operations
Data
The Servicepunt AI assistant utilises a ‘large language model’ (LLM). This is a form of artificial intelligence that has been trained to process human language using vast amounts of sample text. As well as processing human language, a large language model has also acquired domain-specific knowledge and can therefore also be regarded as a source of knowledge or data.
Technical design
The Servicepunt AI assistant is an application of ‘generative AI’, utilising a ‘large language model’ (LLM). This is a form of artificial intelligence that has learnt to process human language. Using vast amounts of sample text, it has learnt to recognise patterns in words and sentences. It does not ‘understand’ language in the same way as humans, but predicts, word by word, what best suits the generation of answers, summaries or new pieces of text.
The large language model is used within a secure platform operated by the Province, called DAAN. DAAN provides access to assistants, a set of pre-configured instructions designed for specific tasks. To generate draft answers to questions from residents and businesses, the Service Point uses its own secure assistant.
The assistant can process individual input to generate a response to a specific question. The Service Point application is a specialised assistant with a standard set of basic instructions. These basic instructions ensure a fixed structure for the response: first, to identify the core of the question, and then to write a concise reply in a professional and empathetic tone.
External provider
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