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.

Virtual assistant Gem

The virtual assistant Gem is a digital aid on the public website of the municipality of Gooise Meren for answering questions from citizens and entrepreneurs.

Last change on 17th of June 2024, at 10:50 (CET) | Publication Standard 1.0
Publication category
Other algorithms
Impact assessment
Field not filled in.
Status
In use

General information

Theme

Organisation and business operations

Begin date

06-2023

Contact information

TDI@gooisemeren.nl

Link to publication website

https://www.gooisemeren.nl

Responsible use

Goal and impact

Understanding the resident as well as possible and helping them get the right answer. This may sometimes be a substantive or procedural answer, sometimes a referral or transfer to an employee.

The virtual assistant will only be used to provide more help by giving nationally determined answers to citizen and business questions or referral to an employee.

Considerations

The answers Gem can provide are in a national library. Employees of the municipality of Gooise Meren can change answers to fit local situations.

Human intervention

The answers Gem can provide are in a national library. Employees of the municipality of Gooise Meren can change answers to fit local situations.

Risk management

Gem is a generic application. User feedback is monitored and maintenance agreements are in place. Employees of Gooise Meren municipality ensure that the answers fit the local situation.

Operations

Data

Field not filled in.

Technical design

The virtual assistant uses artificial intelligence, also known as artificial intelligence (AI). AI helps Gem to better understand Gooise Meren residents and provide the right information. Specifically, Gem uses supervised machine learning, which calculates which answer from the answer library provides the best answer to the question based on the question. Once a question cannot be answered sufficiently well, the conversation is continued by an employee. At the end of the conversation, the user can indicate whether the answer helped. The next time a person asks a similar question, the answer that helped the most is more likely to be chosen.

External provider

Municipality of Tilburg

Link to code base

https://gitlab.com/virtuele-gemeente-assistent/gem

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