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 municipality assistant Gem

Municipality of Roosendaal

The virtual assistant Gem is a digital help on Roosendaal websites to answer civic and business questions. Using the chat button on our websites, you can talk to Gem.

Last change on 7th of August 2024, at 9:44 (CET) | Publication Standard 1.0

Publication category: Impactful algorithms
Impact assessment: Field not filled in.
Status: In use

Theme

Organisation and business operations

Begin date

2021-10

Contact information

privacy@roosendaal.nl

Link to publication website

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

Goal and impact

Understanding the resident as well as possible and helping them get the right answer. This can sometimes be a substantive or procedural answer, sometimes a referral or transfer to a (livechat) employee. The virtual assistant is only deployed to provide more help by giving nationally determined answers to citizen and business questions or referral to an employee.

Considerations

The use of the chatbot GEM helps Roosendaal municipality to deliver reliable government information to residents in an accessible way appropriate to modern technologies and services. As a result, residents are better informed about their rights and obligations.

Human intervention

The answers that GEM can provide are in a national library. Employees of the Roosendaal municipality can change answers to fit Roosendaal situations. GEM has no role in decisions, it advises residents.

Risk management

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

Legal basis

Providing reliable government information on products and services of Roosendaal municipality

Data

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Technical design

Roosendaal municipality offers digital help to residents and entrepreneurs with a question. This digital help is called 'virtual assistant GEM'. Via the chat button on our websites, you can talk to GEM. The virtual assistant uses artificial intelligence, also known as artificial intelligence (AI). AI helps GEM to better understand the questioner 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. GEM can thus answer questions based on this library in terms of content, as well as refer to an information page or have a staff member continue the conversation.The answers that GEM can provide are recorded nationwide. This costs less management and radiates more unity between municipalities. If necessary, the Municipality of Roosendaal can adjust answers to better suit specific situations in Roosendaal.

External provider

Municipality of Tilburg

Link to code base